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Technical Support Engineer

Do you have the electrical knowledge and problem-solving skills to help find the right technical solutions?

An exciting opportunity has arisen for a Technical Support Engineer to join our Technical & Quality Department. This role is responsible for providing expert technical support across the Scolmore product portfolio, helping customers and colleagues resolve technical queries while delivering exceptional service.

This is an office based role at our head office in Tamworth, working 8:30am - 5:00pm.

Key Responsibilities:
• Respond promptly and professionally to customer enquiries by telephone and email.
• Provide customers and sales teams with clear, accurate guidance on Scolmore Group products.
• Investigate and resolve technical issues through research, replication and structured troubleshooting.
• Communicate effectively with colleagues and customers across email, chat, telephone and face-to-face channels.
• Interpret schematic drawings and electrical schedules to produce populated distribution board and consumer unit drawings in Adobe Illustrator.
• Prepare accurate take-offs and cross-specifications to support quotations for the external Sales Team.
• Translate product guidance and customer requirements into clear, tailored technical drawings.
• Accurately log technical support cases, maintaining consistent records for reporting, analysis and business needs.
• Maintain accurate, current and accessible technical data, drawings, certification and compliance documentation across Scolmore Group product ranges.
• Support the Technical Team in meeting product compliance and certification requirements.
• Work closely with local sales teams to resolve customer-specific issues and support commercial requirements.
• Prioritise urgent requests, manage competing deadlines and maintain a high standard of service.
• Attend customer sites when required to investigate and resolve on-site technical issues.
• Use email, Adobe Creative Cloud and Microsoft Office confidently to complete role requirements.
• Carry out all duties in line with the Company Health and Safety Policy and other applicable company requirements.

Skills & Experience
Essential
• Strong electrical knowledge, including a sound understanding of wiring, installation practices and electrical systems.
• Strong problem-solving skills, with the ability to understand customer requirements and identify practical solutions.
• Excellent written and verbal communication skills.
• A professional, positive and customer-focused approach, with a strong commitment to delivering excellent service.
• Ability to work effectively as part of a team, while demonstrating initiative and working independently when required.
• A structured and well-organised approach to managing work and priorities.
• Confident using Microsoft Office applications and other standard workplace systems

Desirable
• Previous experience in a technical support role, together with extensive knowledge of low-voltage electrical accessories, including sockets, switches and distribution boards.
• Experience within the electrical, manufacturing, or construction sectors.
• Electrical qualifications or practical electrical installation experience.
• Ability to interpret technical drawings, wiring schematics, and product specifications.

Educations & Qualifications
• GCSE Maths & English or demonstrable experience