Technical Support Advisor
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Job Description
As a member of our Technical Support team, you will help professional installers diagnose and resolve technical issues with BFT products. Your ability to ask the right questions, identify the cause of a fault and explain the next steps clearly will help customers complete their installations and keep systems operating reliably.
The role combines telephone support with practical work inspecting, testing and, where appropriate, repairing returned components. Reporting to the Technical Manager, you will join a team of six technical support colleagues across the UK, sharing knowledge and working closely with our sales and warehouse teams. You will also provide occasional support with packing orders during busy periods.
Responsibilities:
Technical advice and customer support
• Provide telephone support to professional installers, guiding them through installation, wiring, programming, commissioning and fault diagnosis;
• Develop detailed knowledge of BFT’s product range, including hydraulic and electromechanical motors, control panels, transmitters and safety accessories;
• Use structured questioning to distinguish between product faults, installation issues, incorrect settings and mechanical or electrical causes;
• Explain technical instructions clearly and patiently, adapting your approach to the installer’s knowledge and experience;
• Take ownership of enquiries, record advice and agreed actions accurately, and follow up or escalate unresolved issues to the Technical Manager.
Inspection, testing and repair
• Inspect and test returned motors, control panels and other components to establish whether a fault is present and identify its likely cause;
• Carry out repairs where appropriate, within your competence and BFT’s procedures, and verify operation before equipment is returned;
• Document test results, findings and repair work clearly to support customer communication and internal traceability;
• Follow safe working practices when handling electrical, mechanical and hydraulic equipment.
Teamwork and operational support
• Share technical knowledge and recurring fault findings with colleagues to improve the consistency and quality of customer support;
• Work with sales and warehouse colleagues to ensure customers receive accurate information and timely assistance;
• Help with order packing when additional warehouse support is required during busy periods.
Requirements
Department: Sales
Function: Supply Chain
Experience Level: Mid-Senior Level