Address
Form of work
Salary- Technical minded - 2+ years experience in a similar role.
- MUST have a background in LIGHTING
- Confident with MS Office
Location: Crayford, Kent
Terms: Permanent | Full Time
Hours of work: Monday – Friday | 08:45 - 17:15 (with 1 hour lunch)
Reporting to the Head of Technical & Product Strategy
About Us
Our client designs and manufactures lighting for architectural, marine and display use with more than 40 years of experience in the lighting industry, we have built up a reputation for high quality, well made and innovative products backed up by efficient and reliable customer service. The company has seen significant growth over the last few years and has seen headcount double in size. We currently employ circa 90 employees.
We work with some of the top lighting designers around the world, and many of our products have been developed in consultation with them. We are very proud of the fact that all our products are manufactured in the UK which helps us ensure innovation, quality, flexibility on delivery and the production of custom fittings. We have supplied lighting for a wide variety of projects throughout the world, with 50% of our production now exported.
About the Role
As Technical Support, you will be a key figure within the team. Under the guidance of the Head of Technical & Product Strategy you will work with them to offer first-class technical advice to both internal staff and our customers. A confident problem solver, and solutions provider with good project management skills and a good eye for detail, you will be able to juggle a busy inbox and phone, whilst managing the various live enquiries you are working on.
The ideal candidate will be technically minded, with a good understanding of lighting, controls, wiring, Luminaires and lighting applications and details. A good organiser with an inquisitive mind and natural ability to work as part of a team means your hands-on approach and “can-do” attitude will make you the go-to person for technical advice and help.
Key Duties & Responsibilities
• Support the sales team with technical enquiries.
• Use the in-house technical ticketing system to ensure all enquiries are resolved within agreed timescales.
• Perform physical testing (photometric, thermal etc.) in the Lab to support
technical enquiries.
• Technical backup to sales which can include wiring/driver issues, dimming, lighting scheme advice, problem-solving and suggesting the most suitable products to use.
• Assess driver suitability and specify alternatives where necessary/possible.
• When necessary, speak to electricians, customers, or end users to diagnose and advise on wiring issues.
• Understand our returns testing procedures and where necessary aid the sales team in communicating the results to customers.
• Grow a solid understanding of the product range and in time be able to advise
on product selection for customer application.
• Liaise with the design engineers to obtain answers that are not readily
available.
• From time to time the role may require visiting a site in an advisory role only
• Organise LED driver and controller testing, for new parts and existing to test compatibility with other manufacturers.
• Product mock-up and application testing for new products/customers/sales team.
• Help Create tools and calculators that will support customers and internal teams.
• Deliver technical training to the team on identified areas of expertise.
Candidate Requirements
Qualifications & Experience
• Excellent telephone manners and communication skills - with customers, colleagues, contractors, and suppliers
• Confident handling telephone and email enquiries requiring technical information or solutions on lighting details, products, LED drivers, and installation issues.
• Responsible/reliable/self-motivated
• Inquisitive, “can-do” attitude, willing to find information out for yourself!
• Enthusiastic project manager - Efficient, clear-thinking organiser
• Excellent attention to detail and problem-solving skills.
• Exceptional multi-tasking skills - the ability to prioritise and organise own workload whilst also working as part of a team.
• Staying calm and focused under pressure.
• Confident with MS Word / Excel and ability to learn bespoke systems.
• Proactive and collaborative, with a hands-on, can-do attitude and solution-oriented outlook …. and while doing all that, with an inbox full of emails and the telephone ringing incessantly – still have a sense of humour!
What we offer
• Discretionary company performance-related bonus*
• Private Healthcare Inc. Dental and Optical*
• Employee Assistance programme
• 25 days holiday plus bank holidays
• Additional holiday for long service*
• Pension scheme – The company matches employees 4% contribution
• Cycle to Work scheme
• Dell advantage for employees with Dell UK
• Casual working environment
• Multiple social events throughout the year
• As much tea & coffee as you can consume
