Keystone Group
Job title:
Technical Support Engineer
Company
Keystone Group
Job description
Purpose of the JobThe Technical Support Engineer provides expert technical support to customers regarding our roof window products, both pre- and post-installation. This customer-facing role requires a strong technical aptitude, excellent communication skills, and a commitment to delivering outstanding customer service. You will be responsible for resolving technical queries, troubleshooting issues, and ensuring customer satisfaction.Key Responsibilities/Duties:
- Respond promptly and professionally to customer inquiries via phone, email, and other communication channels, providing accurate and helpful technical information.
- Assist customers with product selection, technical specifications, installation planning, and any other pre-installation questions. Provide guidance on building regulations and best practices.
- Troubleshoot and resolve post-installation issues, including product malfunctions, installation errors, and warranty claims. Provide remote support and, when necessary, or refer for site visits.
- Build and maintain positive relationships with customers, ensuring their satisfaction with our products and services. Manage customer expectations and communicate clearly throughout the support process.
- Diagnose technical problems accurately and efficiently, using available resources and technical knowledge. Escalate complex issues to senior technical staff as needed.
- Maintain a deep understanding of our roof window products, their installation procedures, and their technical specifications. Stay up-to-date with new product releases and technical advancements.
- As the company expands and due to ongoing changes in market conditions and the business environment, it is a requirement of the position to undertake any other reasonable task related to the position you hold.
Skills & Experience:
- Proven experience in a technical support role, preferably within the construction, industry, or building materials industry.
- Excellent communication and interpersonal skills, with the ability to explain complex technical information clearly and concisely to non-technical audiences.
- Demonstrated problem-solving and troubleshooting skills.
- Working closely with the Customer Care Manager to around product performance.
- Ability to work independently and as part of a team.
- Proficiency in using CRM systems.
- Excellent organisational and time management skills.
- A commitment to providing outstanding customer service.
Keylite Roof Windows is the UK and Europe’s fastest growing roof window brand. Founded in 2001, the company operates from Burton Upon Trent (South Derbyshire), Cookstown (N. Ireland) and Zambrow (Poland). Part of Keystone Group, Keylite offers a full range of innovative roof windows, flat roof window system, loft ladders, blinds and accessories to specifiers, builders merchants, house builders and installers. With main markets in UK and Ireland, the company is rapidly expanding in markets throughout Europe, Australia and New Zealand.Why join us? Click to find out more.
Expected salary
Location
Cookstown, Co Tyrone
Job date
Wed, 26 Feb 2025 08:35:55 GMT
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