Technical Advisor

In the VELUX Group, we offer you a world of opportunities and the chance to create a bright future. From the forefront of the sustainable indoor living industry, we enable those who live, work and play under the roof transform their spaces and live a healthier everyday life with more daylight and fresh air.

The VELUX Group is an international, family-owned business with strong financial roots and each year we are able to create real impact by reinvesting in society, our employees and planet through our foundations.
Alongside the rest of our values, “courage” and “mutual respect” define our actions every day and how we wish to contribute to the world.
- **Do you have solid experience with providing excellent Customer Service?**:

- **Do you have technical knowledge - or a strong interest in this area?**:

- **Do you thrive in a collaborative environment where your expertise can truly make an impact?**

**Look no further - this unique role as a skilled and customer-focused Technical Advisor to join our After Sales (AFS) team within Operations may be the right one for you.**

**We offer**
An exciting role where you will be a key point of contact for installer partners and homeowners.

You will play a crucial role in diagnosing product issues, delivering sound technical guidance, and offering robust troubleshooting advice in a clear and accessible manner.

This role is based at our UK Head Office in Glenrothes, where we have hybrid working (3-4 days a week in our Glenrothes office, 1-2 days from home).

**Key Responsibilities**

As our new Technical Advisor you will become a go-to person and trusted advisor on all technical issues and aspects involving our customers, colleagues and external partners.

You will join a dynamic and dedicated team of experienced Technical Advisors, some with similar relevant skillsets from the building industry.

Specific tasks will include:

- Maintain accurate records of customer interactions, troubleshooting steps, and resolutions.
- Diagnose and resolve product-related issues, ensuring timely and accurate troubleshooting.
- Maintaining own product knowledge and practical skills to ensure the delivery of high quality coaching and training.
- Engage in peer-to-peer coaching to share knowledge and enhance team capabilities.
- Clearly communicate complex technical information in a way that is easy to understand for a diverse customer base.
- Utilise **TeamViewer**software to conduct remote service visits, efficiently resolving issues without the need for on-site intervention.
- Raise service visits and utilise webforms to streamline support processes.
- Work proactively to meet and exceed regional KPIs, ensuring high standards of service and customer satisfaction.
- Collaborate with internal teams to escalate and resolve complex technical challenges.
- Stay up to date with product developments and technical advancements to provide informed support.
- Demonstrate flexibility and agility in handling various tasks to support team objectives.

**Who we are looking for**

If you possess a strong technical toolbox, we will make sure to teach you the remaining in order for you to become and expert within our products and services.

Moreover, you:

- Quickly connect with people and your approach creates trust and confidence
- Actively propose, recommend, and guide the way, but you understand that to succeed, you need to be an even stronger listener
- Have a structured approach, an attention to details, and you understand that delivering the agreed within the deadline is crucial for this role.

We expect you to have solid IT-skills and experience working with CRM-systems and the ability to communicate in English on a professional level.

As a person you are a resourceful self-starter who takes initiative.

**What is in it for you?**
You will get to work alongside experienced, fun, and passionate colleagues - in a setting where knowledge is shared, and responsibility is given to those who can and will. Our team is characterized by an informal tone and respect for each other, both as team players and as individuals. We like to take care of each other.

**Equal Opportunity Employer**:
VELUX Residential is fully committed to the concept and practice of equal opportunity in all aspects of employment. To further our goal of equal employment opportunity for all employees and prospective employees, it is the policy of VELUX Residential to recruit, hire, train, and promote persons in all job titles without regard to race, color, religion, sex, age, disability, protected veteran status, national origin, sexual orientation, or any other basis prohibited by applicable law. All employment decisions shall be consistent with the principle of equal employment opportunity and only job-related qualifications will be required.