Technical Support Advisor/Engineer

Desirable role related knowledge, skills, qualifications and experience

• Understanding of fluid power applications
• Experience within the fluid power industry (2+ years)
• Fluid power product knowledge

• Understanding of Electrical Engineering

• Experience within the Pneumatics industry

• Pneumatics products knowledge

Required role related knowledge, skills, qualifications and experience

· Attention to detail and accuracy in workload

· Excellent communication Skills

· Good Time management

· Be able to work in a team

· Self-motivated to learn more

· Adaptable to meet business requirements

· Excellent organisational skills

Key Accountabilities

Key Activities

Technical

· Understand supplier products to enable you to offer solutions to customers based on descriptions

· Understand supplier strengths and weaknesses to advise who is best for particular products.

· Answer enquiries from the external staff which may be out of the ordinary

· Point out any areas for improvement that you come across

· Keep informed of latest products and technologies and undergo training

· Gain a basic knowledge of all franchised products

· Assist in giving information on products which can be used for the website, in-house systems or marketing

· Give product training to internal staff

· To make product recommendations from descriptions/photos and customer requirements

· Decisions on pricing for larger quotes or where not set up to be referred to team leader or manager

Quoting

• Quote customers according to their requirements
• Understand the main systems to enable fast and accurate quoting to a customer
• Answer phones, web chats and emails and advise according to the customer requirements.
• Answer enquiries from external and internal staff
• Manage and prioritise workload to be able to quote in a timely manor
• Understand the process of setting up new products and ensure information is accurate

Reporting

• Report any issues with products to the technical team leader
• Report any duplicate accounts to accounts department
• Ensuring full notes and information attached to quotes and relevant areas
• Identify and advise replacements to obsolete/discontinued parts

Other

· Strengthen supplier relationships

· Communicate and build relationships with Key internal, external and supplier contacts

· Plan and manage your workload to ensure enquiries are dealt with quickly and efficiently

· Adhere to KPIs

· Any other duties deemed necessary