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- Tasks: Provide expert technical support and guidance on testing equipment and software.
- Company: Join Industrial Physics, a leader in quality control solutions across various industries.
- Benefits: Enjoy 33 days annual leave, health plans, and flexible working options.
- Other info: Collaborative environment with opportunities for personal and professional growth.
- Why this job: Make a real difference by helping customers solve technical challenges and improve their operations.
- Qualifications: Strong technical skills and excellent communication abilities are essential.
The predicted salary is between 30000 - 40000 £ per year.
Term: Permanent, Full Time, Mon-Fri 37.5hrs per week
Location: Telford, UK - Onsite
Closing date for applications: Friday 22nd May 2026
About us:
At Industrial Physics, we protect the integrity of quality control, R&D, and operations experts across various industries by providing world-class test and measurement solutions for packaging, products, and materials.
Job Purpose:
The Technical Support Representative provides expert technical assistance to both internal and external customers on the use, application, and integration of Industrial Physics testing equipment and software solutions. This role focuses on diagnosing technical issues, guiding customers through application challenges, and supporting pre-sales and post-sales activities. This position ensures customers receive accurate, timely, and effective technical knowledge and problem-solving support.
About You:
You are a technically minded, customer-focused professional who enjoys helping others understand and use complex equipment and software. You excel at troubleshooting, communicating clearly, and translating technical concepts into practical guidance. You are comfortable supporting both external customers and internal teams, and you thrive in an environment where accuracy, responsiveness, and collaboration are essential. You enjoy building knowledge resources, contributing to continuous improvement, and serving as a trusted technical expert across the organisation.
Key Responsibilities:
- Technical Issue Resolution: Respond to customer inquiries regarding product functionality, application, and system integration. Diagnose and resolve technical issues related to instruments, software, and application workflows. Escalate complex or unresolved issues to Technical Support Managers or Engineering teams when necessary.
- Customer Enablement & Training: Provide guidance and training to customers on proper use of equipment and software. Assist in creating and delivering technical documentation, FAQs, user guides, and training materials. Support virtual or on-site training sessions as needed.
- Pre-Sales & Post-Sales Support: Collaborate with Sales and Key Account Managers during pre-sales demonstrations and technical discussions. Support onboarding for new customers and provide ongoing technical assistance throughout the customer lifecycle.
- Knowledge Management: Maintain accurate records of technical inquiries, troubleshooting steps, resolutions, and escalation paths. Contribute to internal knowledge bases and customer-facing support resources.
- Cross-Functional Collaboration: Work closely with Engineering, Product Management, and Customer Success teams to share insights on recurring issues and customer needs. Coordinate with Field Service teams when physical repair or onsite intervention is required.
Essential Requirements:
- Strong technical understanding of testing machinery, manufacturing processes, or related technologies.
- Proven ability to diagnose and resolve hardware and software issues efficiently.
- Excellent communication skills with the ability to explain technical concepts clearly to non-technical users.
- Strong documentation skills with attention to accuracy and completeness.
- Previous experience in technical support, application engineering, or a related role preferred.
- Familiarity with industrial or manufacturing environments is a plus.
Key Performance Metrics:
- Response and resolution times for technical inquiries.
- Customer satisfaction and feedback scores.
- Accuracy and completeness of documentation.
- Contribution to internal knowledge bases and training resources.
Benefits:
- Ownership Scheme
- 33 days annual leave (includes 8 bank holidays)
- Company pension scheme (matched up 5% employer contribution)
- Health Plan (cash back on a variety of medical treatments)
- Employee Referral Scheme (£1250)
- Electric car salary sacrifice scheme
- Electric car charging points
- Cycle to Work
- Flexible working
- Health Shield - Employee discounts
What to know before applying:
- Reasonable Adjustments: We understand that there are a wide range of reasons that you may require reasonable adjustments to the recruitment process - please let us know in your application how we can best support you.
- VISA Sponsorship: We are unable to provide VISA sponsorship, and therefore cannot employ anyone who does not have the legal right to live and work in the UK. Within our recruitment process, you will be asked to provide evidence of your Right to Work.
- Advert Closing: We reserve the right to close adverts early if we receive a high volume of applications; we would therefore recommend an early application if you would like to be considered for our opportunities.
Technical Support Specialist in Telford employer: Torus Measurement Systems Limited
Contact Detail:
Torus Measurement Systems Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technical Support Specialist in Telford
✨Tip Number 1
Get to know the company inside out! Research Industrial Physics and their products. This will help you tailor your conversations during interviews and show that you're genuinely interested in what they do.
✨Tip Number 2
Practice your troubleshooting skills! Since the role involves diagnosing technical issues, brush up on common problems related to testing machinery and software. Being able to demonstrate your problem-solving abilities can really set you apart.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider knowledge about the company culture and potentially lead to referrals.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re proactive and serious about joining the team at Industrial Physics.
We think you need these skills to ace Technical Support Specialist in Telford
Some tips for your application 🫡
Show Your Technical Skills: Make sure to highlight your technical expertise in your application. We want to see how you can diagnose and resolve issues, so give us examples of your experience with testing machinery or software solutions.
Communicate Clearly: Since this role involves explaining complex concepts to customers, use clear and concise language in your application. We appreciate straightforward communication that showcases your ability to translate technical jargon into practical advice.
Tailor Your Application: Take the time to customise your application for the Technical Support Specialist role. Mention specific experiences that align with our job description, especially around customer support and collaboration with teams.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at Torus Measurement Systems Limited
✨Know Your Tech
Make sure you brush up on your technical knowledge related to testing machinery and software solutions. Familiarise yourself with the products and services offered by Industrial Physics, as this will help you answer questions confidently and demonstrate your understanding of their applications.
✨Practice Problem-Solving
Prepare for the interview by practising how you would diagnose and resolve common technical issues. Think through potential scenarios you might face in the role and be ready to explain your thought process clearly. This will show your troubleshooting skills and ability to think on your feet.
✨Communicate Clearly
Since the role involves explaining complex concepts to non-technical users, practice articulating technical information in simple terms. You could even do a mock interview with a friend or family member who isn’t familiar with the tech world to refine your communication skills.
✨Show Your Customer Focus
Be prepared to discuss your experience in customer support and how you've helped clients in the past. Highlight any instances where you’ve gone above and beyond to ensure customer satisfaction, as this aligns perfectly with the Technical Support Specialist's responsibilities.