Technical Support Technician - Appcastenterprise : Job Details

We have a newly created opportunity for an experienced lift industry professional to join Stannah as a Technical Support Technician.

Stannah have recently been awarded a major national lift and escalator contract. This is a fantastic opportunity for us to grow this area of the business and has created jobs within our company.

As a Technical Support Technician, you will be instrumental in developing and executing a national improvement plan aimed at enhancing first-time fix (FTF) rates and reducing repeat call incidents.

This is job is to cover the south of England, the successful candidate must be willing to travel.

Working closely with the Reliability Engineer, you will analyse performance data, identify areas for improvement, and collaborate with engineering teams to boost technical skills and service delivery.

Your role will be pivotal in driving operational excellence and enhancing the customer experience.

Job Responsibilities:

• Assist in identifying and targeting underperforming assets to improve first-time fix (FTF) and reduce repeat calls.
• Provide detailed reports on product issues and trends, and develop standard technical reporting formats.
• Contribute to establishing a review and prioritisation process by analysing trends and customer data to create a focused improvement plan.
• Develop and deliver technical training programs and create support documentation to address skill gaps and product-specific issues in the engineering and field management teams.
• Collaborate with technical teams to adjust maintenance methodologies and implement solutions that improve operational performance and reliability.
• Monitor and report on performance improvements, provide proactive solutions to technical challenges, and coach engineering teams to ensure high levels of customer service

Job Requirements:

• Proven success in providing technical analysis and support within the lift industry, with experience in managing and delivering technical training programs.
• Strong ability to lead technical improvement initiatives, with clear goal-setting, reporting, and progress measurement.
• Skilled in coaching and motivating teams to deliver high-quality technical service and customer satisfaction.
• Professional or technical qualifications required; NVQ 4 in Lift Engineering
• Willingness to travel

Company Information:

Stannah is a family-owned manufacturing and engineering company. Our products move people and goods in and around homes and buildings. We make life easier for people. We do this by improving access for greater convenience and independence.

Joseph Stannah founded the business in 1867. A lot has happened since then and today Stannah is a global business. The family is in their fifth generation and plays a hands-on role in running the business. Most people know us for our stairlifts. Our range of products includes lifts, escalators, and homelifts. We also provide maintenance and repair services.

Stannah Group is an equal opportunities employer. We welcome and encourage applications from candidates of all backgrounds, identities, and abilities. We are a Disability Confident Committed Employer. We treat all our job applicants fairly and with respect.

Our employees are the heart of our business. We take great care to create a working environment where everyone feels valued. Join our team and be a part of our diverse and inclusive community!

Benefits Include:

• Market Aligned Salary, paid on a monthly basis
• Profit Share Bonus Scheme, paid to all employees every quarter. Based on Group Company profits
• 25 days holiday, plus bank holidays
• Holiday scheme to buy extra days’ annual leave
• Pension Scheme. Matched contribution/salary sacrifice
• SimplyHealth Cash Plan. Allows you to claim towards health costs. For example, dental, optical, physiotherapy, chiropody treatments and more
• Life Assurance Scheme
• Long Service award scheme, with holiday benefit
• Company Benefits Discount Rewards Scheme. Includes shop discounts, hotel discounts, days out, and more
• Employee Assistance Programme. A workplace initiative to support and enhance well-being
• Enhanced maternity and paternity provision
• Company Funded LinkedIn Learning Account
• Company Vehicle

We reserve the right to close this vacancy early if we receive high numbers of applications for the role.

#NWR