Job Title: Customer Technical Support Engineer Position: Full Time Reporting to: Head of Technical- UK and Ireland Location: Huddersfield Office/ Hybrid We want to be at the forefront of making a positive impact on the world. Our focus is providing Clean Technology to make the world a more sustainable place and every single transaction we make creates a brighter future. Our mission is to have a brighter future for the world by enabling clean technology for all. Join Segen for an opportunity to help change the world with every action you make. It’s fast paced, challenging, dynamic and incredibly rewarding, because changing the world isn’t easy Company Profile The Segen Group the UK’s largest Wholesale Distributor of Solar PV, Energy Storage Systems and EV-charging. The Group has three subsidiaries in UK, South Africa and Europe. Formed in the UK in 2005 and then opening internationally in 2015 and 2016, Segen is now part of the Labora Group since 2021. Segen Group turnover is in excess of £300m and growing at over 50% per year so there has never been a better time to join the team. Our customer base consists of commercial and residential installation companies. Access to our unique on-line portal and design tool, plus our emphasis on product quality, consistency and availability sets us apart in the market. Segen is a fast-moving business that responds quickly to any market changes supported by its bespoke ERP system and database and team The Role Key responsibilities will include (but will not be limited to): • Answering telephone, email & webchat technical support to Segen customers relating to pre-sale and post-sale technical queries, consisting of design & product advice, planning, product application and troubleshooting. • Documenting call details on Segen’s Customer Management system. • Helping with queries relating to firmware/communication/settings/fault finding/troubleshooting. • Ongoing development of product/industry/regulatory knowledge including in-person and remote supplier training, as well as use of all available supplier online resources. • Sharing knowledge with colleagues – both interdepartmental and intradepartmental. • Displaying good people skills and the ability to manage customer expectations. • Following RMA processes where appropriate. • Appreciation of where to cease support. • Liaising with manufacturers technical teams when required. • Working on our Brand Ambassador programme – collaborating with other departments with a particular focus on specific brands. • Representing the Technical department within project/supplier/customer meetings. • Documentation – supporting the team with the creation and upkeep of technical documentation including customer articles for the Segen portal. • Attending other Segen/supplier/event sites for training and providing support for other departmental activities. Key Competencies required: • Excellent, confident telephone manner and communication skills (written and verbal). • Strong electrical background – installation experience an advantage, but not essential. • Technically minded. • Working technical knowledge of Solar PV, ESS and EV charging. • Organisational and prioritisation skills. • Process driven. • Team player, with a collaborative focus. • Good retention of technical facts. • Positive, can-do attitude; problem solver. • Appreciation and reflection of company strategy. • Ability to give clear instruction. • Patience and appreciation of customer on-site experience. • Computer literate and ability to use CRM system. • Use of Microsoft office: excel/word/powerpoint(basic). Benefits we offer: • 25 days holiday • EV Car scheme • Pension • Life Assurance • Discounted company products • Cycle to Work Scheme • Career Development • Employee Assistance Scheme • Staff events and surprises