Technical Support Engineer

Position: Technical Support Engineer (Permanent)
Vacancy No 5464

Job Title Technical Support Technician

Location:

London

Job Description

Department:
Technical

Reports to:

Technical Projects Manager

The Technical Support Technician is a field-based technical specialist responsible for delivering compliant, high-quality on-site anchor testing and practical technical support to customers, installers, and project teams across the UK. Educated to HND level in a civil, structural or mechanical discipline (or with equivalent industry experience), the role combines hands-on site testing to BS 8539 standards with training delivery, toolbox talks, CPDs, and expert installation guidance.

Acting as a trusted technical authority, the technician supports contractors, sales teams, and customers with product selection, compliance advice, and site-specific solutions, while maintaining rigorous reporting, safety, and customer service standards. This role suits a self-motivated, customer-focused professional who communicates confidently at all project levels and takes pride in technical accuracy, compliance, and field-based problem solving.

Experience:

* Educated in a civil, structural or mechanical engineering related discipline, to at least HND level. Alternatively minimum 2 years industry experience and proven track record of providing efficient technical support.

* Self-motivated, reliable, persistent and thorough, well organized with an excellent customer focus.

* Dynamic individual who can listen to clients and respond quickly to help them meet and exceed their expectations.

* Excellent communication skills.

* Be able to relate successfully to member of project teams on all levels.

* Good team player

Responsibilities

The duties, objectives of the role and knowledge:

* Plan, prepare, and execute on-site anchor tests in compliance with BS 8539 and CFA standards.

* Produce clear and professional site test reports, ensuring all data is accurate and traceable.

* Support Contractors by delivering Toolbox Talks and training to installers and supervisors, assisting them to comply with BSA 2022,

* Conduct on-site demonstrations, providing technical installation guidance

* On site consultations and advice on correct selection of the company’s products.

* Support customers and sales team with technical queries and application advice.

* Promote and deliver CPD presentations where required, tailoring to the audience and application.

* Support Technical Helpline as needed.

* Identify and escalate specification or sales opportunities to the responsible engineer or technical sales manager.

* Provide support with site inspections of façade fire barrier systems

* Travel regularly to customer sites, construction projects, and distributor locations.

Authorities

The level of decision-making power or control the person has.

* Determine the most appropriate testing method and setup in the field.

* Tailor training sessions to the audience and site-specific needs.

* Provide anchor recommendations and best practices within the scope of your training.

* Decide when to escalate complex or non-standard requests to the Technical Manager.

* Represent the company professionally in all field-based and customer-facing situations.

Accountabilities

What the person is ultimately answerable for; the outcomes they must deliver.

Accountable for maintaining high levels of customer satisfaction

Achieving agreed KPI’s as set by Line manager in PDP meting

Accurate and timely execution of site testing services that meet safety, compliance, and customer expectations, in line with the latest Legislations and relevant Codes or Practice.

Effective delivery of technical training that improves compliance, safety and installers’ confidence.

Maintaining technical credibility and professionalism across all touchpoints.

Ensuring documentation (reports, forms, certificates, C4C) is complete by the agreed deadlines and audit ready.

Providing fast and accurate technical advice when covering the Technical Helpline.

Compliance with Data Protection, Employee Handbook and other agreed processes and service standards

Efficient and safe travel to meet site support commitments.

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