Technical Support Engineer, Bradford

Job Overview
This is a self-driven role, where the right candidate will have the opportunity to develop the position into a company-wide support system, demonstrating a “happy-to-help” attitude and a genuine desire to assist the business as a whole as we continue to grow and improve.

We are looking for someone with professional and strong communication skills (both verbal and written), who is computer literate and has a background in the stairlift industry. The ideal candidate will be able to work on their own initiative as well as part of a team, and be able to prioritise, multitask, and organise their own work effectively.

Working hours are 8:00 am – 4:00 pm, Monday to Friday, at either site (Bradford or Huddersfield), with on-call duties from 4:00 pm – 8:00 pm, Monday to Friday.

Responsibilities

• Provide technical support to customers, dealers, and internal teams via phone and email as part of the Aftersales team.
• Assist with warranty claims and coordinate with Aftersales colleagues regarding defective components.
• Guide engineers through fault-finding procedures clearly and professionally.
• Advise engineers on the safe operation and handling of stairlift equipment.
• Diagnose and resolve hardware and software issues on stairlifts and associated control systems.
• Collaborate with Sales and Aftersales teams to offer technical input during customer issue resolution.
• Assist the Sales team and international customers with installation guidance and maintenance queries.
• Deliver training to internal staff and new engineers on product functionality and troubleshooting processes.
• Log and maintain detailed records of internal cases, following up any required follow-up actions.
• Review product-related cases, providing guidance and recommending solutions.
• Monitor recurring issues, identifying trends and areas for additional training.
• Suggest process improvements to enhance customer satisfaction and support efficiency.
• Provide feedback to engineering or product teams on design concerns or customer insights.
• Generate reports on common faults and recommend enhancements to product design or operational procedures.
• Share technical expertise to streamline support processes and reduce repeated issues.
• Escalate complex technical problems to senior engineers or manufacturers when necessary.
• Maintain and update technical documentation, manuals, and FAQs.
• Stay informed on new products, technologies, and software developments.
• Lead the testing of returned faulty goods, recording findings accurately on detailed forms.
• Attend on-site audits or to assist with complaint resolution (UK only).

Job Type: Full-time

Pay: £35,000.00 per year

Experience:

• Technical support: 2 years (required)

Work authorisation:

• United Kingdom (required)

Work Location: In person