Technical Support Engineer in Newcastle upon Tyne

Overview

Our team members are passionate, driven and up for a challenge. If you have ambition to make a difference, then please read on. Advanced Electronics Ltd have been designing and manufacturing life-saving products for 25 years, protecting iconic buildings across the globe and the people within. Our team members are passionate, driven and up for a challenge. We are a wholly owned subsidiary of Halma plc, a FTSE 100 listed company. Halma is “a market leader in specialist safety, health and environmental technologies” and has a purpose of ‘Growing a safer, cleaner, healthier future for everyone, every day”.

The Job

As Technical Support Engineer you\’ll work with a well-established, experienced team, providing first class technical support and on-hand help for any customer queries. You will:

• be a primary point of contact for technical support and training queries from customers and end users by providing telephone and email support
• deliver customer product training in a virtual environment, as well as face-to-face, either from our dedicated training space or at strategic offsite locations to meet the requirements of our customers
• actively collaborate within Sales & Marketing to deliver promotional and support material to establish and maintain our brand as a market leader
• guide customers in applying the features and benefits of our products to meet the requirements of installation in the most effective and efficient manner
• provide advice to key stakeholders on our products and solutions and influence their decision-making process to deliver sustained growth and drive market share
• identify customer pain points and adopt a systematic and methodical approach to addressing those points
• collaborate with product management and QA, offering support as/when required

To Thrive In This Role You Will Have

• an established track record in a technical support/customer service type role with an electronic/electrical bias
• excellent communication skills and will demonstrate transparency
• the desire and aptitude to understand our products and the ability to learn new technology
• a willingness to go out of your way to support customers and promote solutions
• an analytical mind and strong problem-solving skills
• the ability to support and inspire confidence in customers and stakeholders
• a collaborative approach, with sound judgement, a strong business sense and an ability to understand customer needs