Job title: Technical Support Specialist
Department: Technical
First Line reporting: Technical Support Team Leader or Operations Director (subject to change)
Responsible to: Operations Director (subject to change)
Responsible for :
The management, control and continuous improvement of our customer support activities provide a first-class service to all our customers and clients. The coordination of related processes; like supplier nonconformance reports, part repairs, component rejects, quarantine process, product documentation, help guides and related data and analysis.
Job purpose / scope:
The main purpose of your role will be to deal with a range of technical and general enquiries about our products (largely electrical/electronic systems) in an accurate, efficient and timely manner. You will manage and coordinate the diagnosis of faults, supply of replacement parts, collection and examination of faulty parts, and the related administration tasks. Working closely with our technical team you will ensure high quality, accurate technical information is provided to our customers via telephone, email, in person and through related forums.
Main responsibilities:
- Deal with customer enquiries in a logical, efficient, timely and professional manner
- Manage multiple priorities and simultaneous activities
- Liaise with other department to ensure spares and repair parts are available
- Process replacement parts to meet or exceed customer expectations
- Ensure failed / faulty parts are collected and investigated
- Record accurate data records and provide monthly management reports / analysis
- Work in accordance with company rules, policies and procedures
- Continually improve your knowledge of Sargent products and supplied parts, becoming a company expert
Additional duties:
Support and assist the team and business with business improvement activities
Visit customer sites to offer direct support and training activities
Attend product shows and exhibitions*
(These occasional activities may require time and travel outside of normal working hours).
Skills
Technical Diagnosis & System Comprehension: The ability to logically isolate and troubleshoot faults in electrical/electronic systems using engineering schematics, guides, and manuals.
Inbound Workflow & Queue Management: The capability to efficiently process high volumes of inbound telephone calls and emails to maintain department service levels.
Administrative Accuracy & Data Analysis: Precision in logging supplier nonconformance reports, component rejects, and creating monthly analytical tracking sheets.
Multi-Tasking & Asset Allocation: The skill to simultaneously balance direct customer calls with operational administration (e.g., chasing repairs, tracking quarantine components).
Cross-Functional Coordination: Navigating separate corporate departments (stores, logistics, procurement) to secure replacement component inventory.
Behavioural Competencies
Systematic Problem-Solving: Approaching complex electrical issues methodically, positively and logically rather than relying on guesswork.
Task Ownership & Accountability: Commitment to meeting or exceeding customer resolutions.
Proactive Knowledge Acquisition: Dedication to continuous self-driven learning to become a subject-matter expert on proprietary Sargent products.
Procedural Compliance: Rigid adherence to quality standards, safety protocols, and company operational rules.
Professional Resilience: Maintaining a calm, objective, and solution-focused communication style during peak (mainly) inbound traffic windows.
Working hours: (39 hours per week. Monday to Thursday 7.45PM to 5 PM includes 45 minute unpaid lunch & Fridays 7.45 AM until 12.45PM).
Currently based at our offices on Tokenspire Business Park, HU17 0TB with the view to move to the brand new Advanced manufacturing building off Grovehill Road Beverley, we are having built.
Contact Details:
Sargent Electrical Services Limited Recruitment Team
