Technical Support Specialist

at  BFT a brand of SOMFY Group

Company Description
SOMFY, your reliable partner for automated access and closure systems for homes and commercial buildings, is committed to developing new ways of living for everyone.
Our group—a French family-owned company in continuous development since its founding—has been the market leader in home automation for 50 years and a pioneer in smart home technology. We are driven daily by innovation and the assurance of the excellent quality of our solutions.
We operate in 58 countries, with 8 production sites and 17 R&D centers. We are deeply committed to the well-being of our 7,000 employees and strive for their long-term employability through internal mobility and the development of their professional skills. We promote diversity and inclusion, building on our strong corporate culture.
Job Description
BFT Automation Ireland Ltd, a subsidiary of Somfy Group, is seeking a talented individual to become part of our Dublin team in the role of a Technical Support Specialist.
In this role, you will be responsible for providing technical support and advice to the access installer community on the island of Ireland as well as solving any technical issues related to the wide range of technology solutions that we provide our customers. This support will primarily be on the phone but will also involve engaging customers face to face when they come into our branch office. Occasionally, you will be required to go out on the customer’s site where that is required to address the reported issue. You will also play a critical role in enhancing our customer experience by collecting and utilizing feedback from our customers that will help us improve our knowledge, the tools we use and our processes.

QUALIFICATIONS

• Secondary education level in a technical subject with demonstrable experience with electro-mechanical and hydraulic product operations;
• A sound knowledge of electrics and basic electronics, without the need for formal qualifications;
• A knowledge of connected IT systems, including the internet and cloud based operations;
• Excellent analytical and problem solving skills with a natural, hands on mechanical engineering attitude;
• Strong questioning and communication skills with a calm, patient (telephone) manner;
• Highly motivated and organized, who is able to work unsupervised or as part of a team;
• A passion to learn with good knowledge retention skills;
• A good sense of humour with a flexible/adaptable attitude towards work;
• Experience with ERP and CRM systems.

• Develop expertise in all of our technology offerings and provide our installing customers with guidance, primarily via the phone, that enables them to troubleshoot and solve their on site issues;
• Manage return requests and conduct the inspection, testing, and evaluation of hydraulic and electromechanical motors, control panels, and other technical components returned by our installing customers;
• Carry out technical training courses for our customers and prospects on the range of products we sell;
• Support the field and internal sales staff with technical information requests;
• Show attention to continuous improvement to improve the customer journey by collecting customers’ feedback and sharing information with the relevant internal stakeholders to improve our knowledge, tools and our processes;
• Support warehouse operations by assisting with sales, ensuring a smooth process for customers who visit daily to pick up and purchase products, while also advising customers and sharing relevant technical information;
• During high volume sales days or when additional resources are needed to move items that are heavy, assist warehouse staff in packing and shipping out products ordered and needed by our customers.