Product Support and Hire Technician

Due to business growth, we have an exciting opportunity for a Product Support & Hire Technician to join our dedicated service team responsible for customer support of wide-ranging water flow monitoring systems as well as the preparation and maintenance of goods in our hire fleet. You will support clients over the phone and on email for support with the use of their products. This could range from simple setup to advanced program settings. You will follow processes to support clients with any product returns for repair or calibration, and conduct in-house testing and checks on goods. For hires, ensure the goods are prepared in time for the stated hire period. Upon return of the goods, you will also be responsible for checking and testing before booking them back into the system ready for the next project.

Product Support & Hire Technician Duties:

• Manage the hires for Panametrics PT flow systems, Valeport flow meters, ISCO samplers, and Solinst meters.
• Use internal systems to identify and manage upcoming hire projects.
• Prep, test, and clean hires ready for dispatch according to client specifications.
• Manage returned hires; check, test, and clean.
• Update internal systems accordingly for traceability.
• Manage rental stocks, ensure goods are in good condition, repair or replace parts as required, and conduct calibrations.
• Communicate with clients via phone and email.
• Arrange return goods with clients in line with processes.
• Handle client returns including repairs where possible.
• Update internal systems accordingly.

Product Support & Hire Technician Requirements:

• Work requires the applicant to be active and includes manual handling of goods and equipment. PPE such as safety footwear is required and provided.
• Technical knowledge/skills or an interest in technical equipment; able to learn a multitude of product-specific operations.
• Able to work under pressure and manage priorities.
• Very well organised and accurate; able to plan ahead and ensure precision.
• Able to use own initiative, whether working in a team or individually; able to manage own workloads.
• Fast learner, keen and willing to learn new skills and technical knowledge.
• Team player, decisive, and able to work well with others.
• Excellent customer-facing skills on the phone or via email; able to handle technical queries and work with clients under pressure.
• Treat every client like our only client.
• Good IT skills and proficient with Microsoft Office and various third-party software.

Beneficial but not essential:

• Soldering and electrical experience.
• Previous customer and technical support experience.
• Water flow and water monitoring experience.

Product Support & Hire Technician Benefits:

• High-quality office in a beautiful location next to the canal, perfect for lunchtime walks.
• All training and equipment is provided.
• Holiday allowance increases annually.
• Annual Leave Purchase Scheme: Ability to purchase up to one week's annual leave (maximum 5 days) each holiday year.
• Flexible Working Hours: Standard Full-Time Hours: 37.5 hours per week, Monday to Friday, within core hours (08:00-18:00), with a 30-minute lunch break. Part-Time Hours: As per contract but within core working hours (08:00-18:00).
• Hybrid Working: Head Office / Field / Home (some roles may be office-based only).
• Pension Scheme: The company offers an Aviva Pension Scheme (auto enrolment). Employer Contributions: 3% Employee Contributions: 5% (minimum).
• Employee Assistance Programme (EAP): Our EAP service, provided by Health Assured, is available to all employees from the start of employment.
• Annual Leave Entitlement: 25 days per annum pro rata (April-March). Christmas Office Closure - employees to reserve 3 days from entitlement.
• Refreshments: Refreshments are included and available for all employees.
• Birthday Holiday Gift: Employees are given their birthday off as an additional day's leave.
• Car Parking: Free car parking is available at Head Office.
• Training & Development: Role-related training will always be considered and supported.