Technical Support Advisor

Working closely with the Technical Design Manager to ensure consistency of service, quality improvement and efficiency. Responsible for providing the highest level of customer service to clients. Provide support to the technical design team. The successful candidate will ideally demonstrate a great deal of initiative to, not only answer and handle technical queries, but create a resource bank for future customer support.

Duties (include but are not limited to):

·        1st responder for technical queries, via email and telephone calls.

·        Provide support to colleagues responding to general technical queries or enquiries.

·        Liaise with architects, electricians, plumbers and end users to resolve technical issues.

·        Understanding of electrical wiring and basic plumbing schematics

·        Respond to calls for repairs to existing underfloor heating systems.

·        Diagnose problems.

·        Liaise with trade customers / end users in respect of OEM products.

·        Provide product/technical training for staff as required.

·        Raise repair quotations with terms and conditions via e-mail.

·        Explain terms and conditions with the customer as required.

·        Pass repairs and heating surveys to the operations team once quote is accepted.

·        Arrange for spare parts to be provided / returned.

·        Provide the final system design drawings / test sheets for the Repairs team.

·        Handle manufacturer claims. 

·        Schedule end user repairs and send reports.

·        Participate in internal / external meetings as requested.

·        Provide assistance in terms of general and specific business support as required.

·        Product Returns Testing (subject to resources/workload)

·        Size project from plans using AutoCAD (subject to resources/workload)

·        Produce underfloor heating design layouts using AutoCAD (subject to resources/workload)

Applicant Specification:

  • Looking for a technically minded pro-active recruit to join a growing company.
  • Good communication and IT skills required, main role is handling technical calls & emails.
  • Knowledge/experience of mechanical heating services (plumbing/electrical) beneficial
  • AutoCAD experience/knowledge would be beneficial, but not essential
  • Training on products and systems provided in-house, may include on-site installation, repair visit, commissioning visit(s)
  • Good level of education
  • The ability to work on own, as well as part of a team
  • An organised and enthusiastic work ethic
  • ‘Can-Do’ Attitude/Team Player

What you’ll get:

We value, support and champion those we work with – promoting personal growth and happiness. We get that our success is dependent on the collective energy, intelligence and contributions of all our team members and we are committed to ensure our work environment is the best it can be.

We value your commitment and offer competitive salaries to reflect this – although there are other great benefits too;

  • Casual dress
  • Company pension
  • Company events
  • Sick pay
  • 20 days holiday (increasing to 21 days after three years’ service / 23 days after 5 years’ service) + Bank Holidays
  • Learning and development opportunities
  • Cycle to Work Scheme
  • Office closure between Christmas & New Year
  • On-site parking
  • Collaborative atmosphere where everyone’s opinion is taken seriously
  • A rapidly growing business with big plans

Salary dependant on experience  | Mon-Fri 8:00am-5:00pm

Apply today, email your CV and covering letter to cv@gaia.co.uk quoting reference TECHNICALSUPPORTADVISOR