Technical Services Assistant

Siderise Insulation Ltd is a UK-based manufacturer and supplier of acoustic and fire insulation solutions for the construction, marine, and transportation industries. With over 50 years of experience, we are committed to delivering high-quality products and services that meet our clients' specific needs. Our state-of-the-art facilities and focus on innovation allow us to produce cost-effective and efficient insulation solutions. We value our employees and provide ongoing training and development opportunities to ensure a positive work environment. If you are a talented and passionate individual seeking a rewarding career in the insulation industry, Siderise Insulation Ltd is the place for you.

The Technical Services Assistant will support the Technical Services team by coordinating technical enquiries, maintaining accurate records, supporting internal processes, and assisting with site service administration. The role will help ensure customers receive timely, accurate and professional technical support in line with company procedures and agreed response times.

Key responsibilities

• Review, assess and triage incoming technical enquiries, assigning caseloads to Technical Engineers in line with agreed processes and response times.
• Maintain accurate and up-to-date records within the CRM system, ensuring information is recorded in accordance with the technical process.
• Build and maintain effective working relationships with internal stakeholders, team members and external contacts.
• Carry out reviews of technical involvement on projects when required, including preparing project timelines, brief summaries and legacy data reports from internal systems.
• Provide technical support by phone and email for enquiries that fall within the required competency level, following the company SKEB matrix.
• Assist the Technical Services Advisors with data recording, reporting and additional administrative tasks as required.
• Review site installation reports and provide comments in line with company recommendations.
• Record site service reports, responses and related communication accurately within the CRM system.
• Communicate with customers to clarify details, gather information and support the resolution of technical or site service queries.
• Follow agreed processes of work and ensure all responses are completed and recorded within set timeframes and deadlines.
• Liaise with external parties where required to support site service activity and customer enquiries.
• Assist the Site Services Advisors with data recording, reporting and additional administrative tasks as required.
• Manage the site service inbox, ensuring enquiries are reviewed, prioritised and actioned appropriately.
• Issue QR codes for site visits and ensure relevant details are shared with the appropriate stakeholders.
• Organise Site Service Engineer diaries, including scheduling appointments across the UK and EU.
• Reschedule visits when required, communicating changes clearly and promptly to all relevant parties.
• Manage survey requests by creating work orders in CRM systems, allocating time in Site Service Engineer diaries and sending meeting invitations in line with the required lead times.
• Download Product Installation Training information from survey provider on a weekly basis, update the relevant spreadsheet, and create and issue certificates as required.
• Assist the Site Services Coordinator with data recording, reporting and additional administrative tasks as required.

Qualifications

• Higher education qualification
• Hold a C or above in Maths and English G.C.S.E (or equivalent)
• Construction / façade product experience (desirable)
• ASFP level 2 in Passive Fire Protection (or willingness to attain whilst in post)

Job Function Technical Knowledge and Skills

• Experience in passive fire protection systems (desirable).
• Experience within a customer focused environment offering product and service advice.
• Excellent communication and interpersonal skills to interact effectively with team members and stakeholders.
• Experience working in an administrative, customer service, technical support or coordination role (preferred).
• Strong attention to detail with the ability to maintain accurate records and follow defined processes.
• Ability to communicate professionally, both written and verbally.
• Ability to multi task, prioritise workload and work to agreed timeframes and deadlines.
• Competent user in Microsoft Office and general online web functions, willingness to learn use of CRM systems and survey tools.
• A proactive and organised approach, with the ability to support team objectives and contribute to a high standard of customer service.

Personal Attributes

• Strong communication skills.
• Customer focused.
• Strong organisational skills.
• Excellent attention to detail.
• Problem solver.
• Adaptable.
• Good initiative.

Job Type: Full-time

Pay: From £25,500.00 per year

Benefits:

• Company events
• Company pension
• Cycle to work scheme
• Employee discount
• Enhanced maternity leave
• Free parking
• Health & wellbeing programme
• On-site parking
• Referral programme
• Sick pay

Work Location: In person