Technical Support Advisor

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.

• Sound knowledge of electrics, basic electronics and mechanical systems; practical competence is more important than formal qualifications;
• Ability to interpret wiring diagrams, technical manuals and product instructions;
• Practical ability to inspect, test and repair components using appropriate tools and test equipment safely;
• Strong analytical and problem-solving skills, with a methodical approach to fault diagnosis;
• Clear communication and questioning skills, with a calm, patient and professional telephone manner;
• Ability to guide installers through technical checks and recognise when further investigation or escalation is required;
• Good organisational skills, with the ability to prioritise tasks, work independently and follow through on commitments;
• Ability and motivation to learn, retain and apply technical product knowledge;
• Confidence using IT systems to access technical information and maintain accurate support records;
• A collaborative and adaptable approach; experience in access automation, electrical installation, maintenance or repair would be an advantage.

• An attractive and comprehensive benefits package, designed to support your wellbeing, work-life balance and professional development;
• A varied role where you help installers solve technical problems and carry out practical testing and repairs;
• Product training and support from experienced colleagues to help you build your knowledge and confidence;
• The trust to work independently, take ownership of customer enquiries and put your technical skills to use;
• A friendly team where colleagues share what they know and help each other when things get busy;
• Opportunities to learn and develop within BFT Automation, part of SomfyGroup.

De bescherming van de persoonsgegevens van onze kandidaten is een verbintenis van Somfy. Daarom vragen wij elke kandidaat zijn sollicitatie uitsluitend via ons beveiligde systeem in te dienen, en niet per e-mail of per post.