Technical Support Engineer – Legrand Care - Cramlington
Role Overview:
Legrand Care is seeking an experienced, self-driven, and highly motivated Technical Support Engineer to join its dynamic Technical Support Team. The role involves providing technical support to customers on Legrand Care's range of innovative digital assisted living and connected care solutions. This position is ideal for individuals passionate about solving technical challenges, developing their digital technology skillset, and providing exceptional customer service.
Key Duties:
- Provide technical support for Legrand Care customers, addressing enquiries and resolving issues promptly.
- Offer expert advice and guidance on digital and connected care solutions to new and existing customers, fostering strong, trust-based relationships.
- Ensure all customer enquiries are resolved within the company's service level agreements (SLAs).
- Assist Field Engineers and external partners with technical troubleshooting and problem-solving.
- Diagnose and resolve technical faults, escalating complex issues when necessary.
- Maintain accurate records of technical queries for quality assurance and reporting purposes.
- Collaborate with the team on additional tasks as needed to support departmental goals.
- Promote and adhere to Legrand Group Values and Code of Ethics.
Key Attributes:
- Prior experience in a similar technical support role is essential.
- Exceptional customer service skills, including a professional telephone manner, empathy, confidence, and patience.
- Outstanding communication skills, both written and verbal, in English.
- Proven ability to work effectively under pressure, responding quickly to critical situations.
- Strong interpersonal skills, with the ability to engage effectively with customers, team members, and external partners at all levels.
- Tech-savvy mindset with a solid understanding of IP and networking concepts, coupled with a quick ability to learn new systems and technologies.
- Knowledge in Warden Call, Nurse Call, TECs, and Door Access Control systems is desirable.
- Knowledge and/or experience of supporting digital technology, connected IoT solutions, and SIP/VoIP communications is also desirable.
- Quick learner with the ability to absorb and understand Legrand Care's range of digital and legacy analogue care solutions.
- Proficient in Microsoft 365, Teams, and Salesforce.
- Strong organizational skills, capable of managing multiple tasks simultaneously.
- A team player with a proactive attitude and a commitment to supporting others.
- Self-motivated and adaptable, thriving in a demanding, fast-paced environment.
- Experience of supporting.
Working Hours:
- Full time, 37.5 hours per week, Monday – Friday, 09:00 to 17:00
Work Location:
- Innovation House, Cramlington, Northumberland
Salary and Benefits:
- Salary competitive
- 25 days holiday per annum, plus Public Bank Holidays
- Group Personal Pension plan up to 5% of the pension contributions
- Employee Assistance Programme through EIC
- Life Assurance Cover
- Healthcare cash plan
- Holiday purchase, up to 3 days
- Enhanced Maternity and Paternity Scheme
Application Process:
To apply, please send your CV and covering letter to Ben Rolls at Ben.rolls@legrand.com.
