Our client is a leading manufacturer and supplier of innovative construction products and is looking for a Technical Support professional to join their growing team!

Roles and Responsibilities:

• Handle and prioritise inbound calls and emails from customers, installers, distributors, suppliers and internal teams, redirecting enquiries where appropriate

• Provide prompt and accurate product information, including relevant datasheets, installation guides and technical documentation

• Record enquiries, actions and outcomes accurately within the CRM or internal tracking systems

• Monitor and categorise the technical inbox throughout the day, ensuring enquiries receive a timely response

• Coordinate with Sales Support regarding quotations, order confirmations and customer requirements

• Upload and maintain product documentation, including datasheets, installation guides, test certificates and customer-specific information

• Ensure all technical documentation is accurate, compliant, correctly filed and readily accessible

• Work with Technical, New Product Development and Marketing teams to obtain and distribute current technical resources

• Update training packs following new test results, product launches or technical changes, and support the creation of step-by-step installation visuals

• Organise training materials and contribute to the development of internal technical knowledge resources

• Prepare technical reports, review historical test data and record results in structured formats for internal and customer use

• Support New Product Development by comparing test results for new products and prototypes

• Assist Purchasing by carrying out compatibility and quality tests on materials from alternative suppliers

• Maintain a safe, organised and appropriately stocked laboratory area, ensuring testing records are complete and accessible

• Meet agreed response and service levels while managing a high volume of technical enquiries and support activities

Ideal Candidate:

• Previous experience in a technical support, customer service or product support role within construction products, manufacturing or a similar technical environment

• Excellent communication skills, with the ability to explain technical information clearly, simply and confidently

• Strong customer-service approach, demonstrating patience, empathy and professionalism

• Good technical troubleshooting skills, with the ability to diagnose issues, identify root causes and recommend practical solutions

• Strong attention to detail and the ability to maintain accurate technical records and documentation

• Confident using CRM systems, shared drives and standard IT software

• Able to review test information and prepare clear, structured reports

• Highly organised and able to prioritise multiple support requests in a fast-paced environment

• Calm and solution-focused when handling urgent, complex or sensitive enquiries

• Collaborative and able to work effectively with Sales, Technical, New Product Development, Marketing and Purchasing teams

• Adaptable, willing to learn and committed to maintaining high standards as products and systems evolve

• A positive team player who demonstrates a practical, methodical and customer-focused approach

Working Hours and Benefits

• Monday to Friday: 8am to 5pm

• 23 days' holiday plus bank holidays and a paid day off for your birthday

• Holiday buy-back scheme

• Salary sacrifice pension scheme and private medical insurance

• Quarterly bonus scheme

• Breakfast and refreshments provided

• Cycle to Work and electric vehicle salary sacrifice schemes

• Eye-care vouchers, employee wellbeing initiatives and mental health support

• Modern, open-plan working environment with on-site parking

• Professional development opportunities, recognition awards and a Christmas shutdown

Jackie Kerr Recruitment is an independent agency that has been established for 28 years.

We strive to provide the ultimate consultancy service to all our candidates. Whether you are looking for permanent or temporary work, we pride ourselves on understanding your requirements to ensure that we place you in your ideal role.

We have invested in recruitment software that provides an online portal. Simply visit jackiekerrrecruitment.com to enter your details and receive the latest job alerts.

The portal enables you to update your information and CV at any time, ensuring we always have your latest employment details on record.

Please visit our website and let us help you find your ideal role!

Please note: Jackie Kerr Recruitment receives a high number of applications for each advertised role. If you do not hear from us within two weeks of your original application, please visit jackiekerrrecruitment.com to apply for other positions that may be suitable.