Technical Services Engineer

Location: Home (Birmingham, South England) / UK Field-Based (2-4 days per week on customer sites)

Department: Operations

Working hours
: 40 hours p/w over 5 days

Who we are:

At Safehinge Primera we have a clear purpose.

Together we design for good.

We help protect people through vulnerable times.

We envisage, design, and deliver innovative products that dramatically improve people's lives in challenging environments such as schools, custodial settings, hospitals, and mental health facilities. Our designs make a positive difference. Over the years, we have invested heavily in developing an award-winning range of lifesaving products for the education and demanding mental health sectors.

Our products for mental health facilities solve the biggest patient suicide risks, and our products are unmatched globally.

We’ve got a track record of success designing and delivering best in class products that improve lives. We have grown significantly in the last three years, and our aim is to reach £100m of global revenue in the next five years and increase our impact; through profitable growth, we can help more people through vulnerable times.

We are a fast-growing company that continually sets the bar high for ourselves. We’re committed to continuously raising the standard of the sectors in which we operate. We do this through hard work and commitment to a culture of collaboration, listening, and understanding. Importantly we do this together, as a team.

Role Purpose

To provide expert field and remote technical support that enables customers, partners and internal teams to install, service, troubleshoot and maintain Safehinge Primera products safely, effectively and in line with customer and business requirements.

Role Summary

This is a key position that sits within the Customer Success team (Operations) primarily focusing on proactive activities listed in the responsibilities section below, whilst also supporting existing customers technical queries through the Support ticket stream. We are looking for a high-impact individual capable and comfortable working in a fast-growing SME where a culture of collaboration and teamwork is more important than the title.

You will work in partnership with the customer and associated stakeholders as well as the wider business and suppliers to successfully create a deliverable solution.

What you’ll do

As the Technical Services Engineer, you will provide product technical support across the Global portfolio helping to deliver a high level of customer satisfaction to our existing customers.

This role sits within the Customer Success/Operations team, reporting to the Customer Success Manager. It is expected to be approximately 60% field-based customer and partner support, 25% technical issue resolution and documentation, and 15% internal improvement, reporting, team support and Voice of the Customer activity. The role will coordinate with stakeholders across the business to deliver on-site training, servicing, rectification works, technical documentation, advice, problem-solving and fulfilment of product orders.

Your main responsibilities will be:

• Provide on-site servicing, customer onboarding and rectification works
• Training – for staff, install and servicing teams
• Setting up Customers and Partners for success
• Support existing customer’s issue resolution via Support@ ticket stream
• Support the Customer Success team with technical enquiries
• Support the Technical Services Manager in delivery of team objectives
• Ensuring 3 rd party installers/service teams have an excellent knowledge of our products
• Capture VOC feedback and populate NPS tracker spreadsheet
• Production of Technical documentation

What you’ll bring

At Safehinge Primera we look for people who will add to our organisation and align…