Technical Services Advisor

Purpose of this position 

We are seeking a motivated, customer-focused Technical Services Advisor specialising in passive fire protection for cavity barriers and firestops. The successful candidate will be responsible for ensuring that all incoming technical enquiries are dealt with in a timely and professional manner. The role involves assigning caseloads to a team of technical engineers, responding to technical queries over the telephone and via email and logging responses in line with the set process. The role will also be responsible for co-ordinating costing enquiries for bespoke products, which involves reviewing previous technical guidance in order to ensure the manufactured product is in line with the technical guidance provided.

Key responsibilities  

• Review and assess incoming enquiries and assign caseloads to technical engineers in line with the set process and response times. 
• Offer technical support over the phone and via email for enquiries that fall within the required competency level on the company SKEB matrix. 
• Maintain appropriate records in the CRM system in line with the technical process. 
• Build relationships with stakeholders and team members. 
• Utilise key performance indicators (KPIs) to measure the level of service provided and response times to customer. 
• Assist with recording data and additional tasks with team leader when required. 
• Carry out reviews into technical involvement on projects as and when required. Put together project timelines and brief summaries of technical involvement. Pull reports from within the system for legacy data to support. 
• Take responsibility for the co-ordination of the internal bespoke product ordering process – reviewing previous technical feedback and ensuring that the product being ordered is in line with the technical solution we have given advice on. 
• Learn other departmental processes to assist with team capacity when required. 
• Other duties as required by the business. 

Qualifications

• Construction / façade product experience (desirable)
• Passive fire protection experience (desirable)

Job Function Technical Knowledge and Skills  

• Experience in passive fire protection systems (desirable) 
• Willingness and drive to achieve further qualifications whilst in the role, such as ASFP level 2 in Passive Fire Protection. 
• Experience within a customer focused environment offering product and service advice 
• Strong admin skills with proven previous experience 
• Excellent communication and interpersonal skills to interact effectively with team members and stakeholders 
• Ability to communicate professionally, both written and verbally 
• Problem solving skills 
• Flexibility to adapt to changes 

Personal Attributes  

• Customer Focused: maintain a customer- focused mindset, with the ability to consider the needs and expectations of customers. Build and maintain relationships. 
• Confident communicator who can liaise comfortably and precisely with fellow team members and customers on Siderise products and services 
• Organisational skills: encompass the ability to effectively manage and prioritise tasks, time, and resources, organising your own workload as well as the caseload of the engineering team. 
• Attention to detail: detail oriented, ensure enquiries are clearly understood and processed accordingly. 
• Quality Focused: a commitment to delivering a high standard of service. Strive for excellence and continuously seek out ways to enhance the overall service offering with a continuous improvement mindset 
• Problem Solving orientation: approach challenges with a solution-focused mindset. 
• Initiative: ability to assess independently and take action to ensure the workload of the team is managed successfully without awaiting instruction.