Technical Support Advisor

About the role

BFT Automation, part of the Somfy Group, designs and manufactures access automation products such as gate motors, traffic barriers, automatic bollards and door motors. Its UK business sells to installers including gate specialists, security companies, metal fabricators and fencing contractors. As a Technical Support Advisor you will help professional installers diagnose and resolve technical issues with BFT products, combining telephone support with practical inspection, testing and repair of returned components. You report to the Technical Manager and join a team of six colleagues across the UK.

Key responsibilities

• Provide telephone support to installers, guiding them through installation, wiring, programming, commissioning and fault diagnosis
• Build detailed knowledge of the product range, including hydraulic and electromechanical motors, control panels, transmitters and safety accessories
• Use structured questioning to distinguish product faults, installation issues, incorrect settings and mechanical or electrical causes
• Explain technical instructions clearly and patiently, adapting to the installer's experience
• Record advice and agreed actions, follow up or escalate unresolved issues to the Technical Manager
• Inspect and test returned motors, control panels and other components, and repair them where appropriate within competence and company procedures
• Document test results and repair work, and follow safe working practices with electrical, mechanical and hydraulic equipment
• Share fault findings with colleagues and work with sales and warehouse teams, helping with order packing during busy periods

Required profile

• Sound knowledge of electrics, basic electronics and mechanical systems; practical competence is more important than formal qualifications
• Ability to interpret wiring diagrams, technical manuals and product instructions
• Strong analytical and problem-solving skills with a methodical approach to fault diagnosis
• Clear communication and questioning skills, with a calm, patient telephone manner
• Good organisational skills, able to work independently and follow through on commitments
• Ability to learn and apply technical product knowledge
• Experience in access automation, electrical installation, maintenance or repair is an advantage

Required skills

• Inspection, testing and repair of components using appropriate tools and test equipment
• Confidence using IT systems to access technical information and keep support records

What we offer

• A comprehensive benefits package supporting wellbeing, work-life balance and professional development
• Product training and support from experienced colleagues
• The trust to work independently and take ownership of customer enquiries
• A friendly team and opportunities to learn and develop within BFT Automation