Technical Support Specialist

3 weeks ago

StokeonTrent, Stoke-on-Trent, United Kingdom Benx Façades Full time
Position Overview

Technical Support Specialist

Full Time (Monday-Friday 9am-5pm)

Benx Façades, a prominent provider of specialized construction materials, is looking to recruit a Technical Support Specialist to enhance our Technical Services team.

Role Objective:

  • Deliver precise and prompt technical assistance to both external and internal clients across our diverse range of products, systems, and services.
  • Facilitate effective technical communication across various platforms, ensuring professionalism in all interactions.
  • Critically assess technical inquiries to provide optimal solutions while managing any associated risks to the organization.
  • Stay informed about market regulations to guarantee compliance of systems and related technical support.
  • Showcase our product range and technical solutions as required through our support channels.
  • Act as the subject matter expert on the technical advantages of our product and system offerings.
  • Coordinate ongoing technical support for significant projects and key clients.

Key Responsibilities:

  • Respond to customer inquiries via phone and email, providing solutions and documenting interactions in our CRM system.
  • Communicate potential leads and project developments to relevant teams.
  • Perform U-value calculations and provide design services using CAD.
  • Collaborate with CAD technicians on larger projects to meet project specifications.
  • Prepare accurate specifications that align with project requirements and company standards.
  • Conduct design calculations (including wind loading) to ensure compliance with project needs.
  • Complete façade calculations and perform thermal analysis as necessary.
  • Support the technical development of customer-facing teams.
  • Work collaboratively with other departments to achieve the best outcomes for projects.
  • Assist in the daily operations of the department.
  • Provide support to the external technical site team with reports and investigations as needed.
  • Help maintain accreditation and quality documentation.
  • Contribute to the development and accuracy of web content and literature.
  • Propose improvements to services and processes.
  • Engage in testing activities as requested by senior management.
  • Manage document control and coordinate sample dispatches as required.
  • Assist in gathering data for CGI images and processing them for client presentations.
  • Collaborate with the business development team on project tenders.
  • Address technical queries from customers visiting our facilities.
  • Support the maintenance of ISO audit documentation.
  • Coordinate pull-out tests for clients and submit necessary requests.
  • Update COSHH and technical product data sheets with new product information.

The post holder may also be required to undertake additional related duties as necessary to meet the needs of the organization.

Required Experience and Knowledge:

  • Understanding of construction principles and building products, particularly in:
    • External Wall Insulation Systems (EWI & ETICS)
    • Rainscreen Facades
    • Building Boards
  • Strong IT proficiency.
  • Exceptional communication skills, both verbal and written.
  • Customer service orientation.
  • Organizational skills with the ability to prioritize tasks effectively.
  • Analytical and problem-solving abilities.
  • Ability to perform under pressure.
  • Strong numeracy and literacy skills.

Qualifications and Core Skills:

  • Educated to HNC/HND or Degree Level in a construction-related field.
  • Technical Skills:
    • Proficiency in Microsoft Office, CAD, and related software.
    • Understanding of building practices and the ability to interpret architectural drawings and specifications.
  • Non-Technical Skills:
    • Administrative skills with a keen attention to detail.
    • Strong interpersonal and communication skills.

If you believe you possess the necessary qualifications for this role, we encourage you to submit your application for consideration.

Please note that your application will be processed in accordance with data protection regulations.

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