Technical Support Specialist - Articulated / Rigid Haulers

📍 Job Overview

• Job Title: Technical Support Specialist - Articulated / Rigid Haulers
• Company: SMT GB
• Location: Duxford, England, United Kingdom (Remote)
• Job Type: Hybrid (1 day per week in the office)
• Category: Technical Support & Customer Service
• Date Posted: March 21, 2025
• Experience Level: 5-10 years
• Remote Status: Hybrid

🚀 Role Summary

• Provide specialized technical support and guidance for articulated and rigid hauling equipment
• Collaborate with the product company to manage aftermarket product quality issues
• Ensure optimal performance and exceptional service for customers
• Contribute to new product introductions and analysis

📝 Enhancement Note: This role requires a strong technical background in heavy plant equipment and a solid understanding of the construction industry to effectively support customers and contribute to product improvements.

💻 Primary Responsibilities

• Manage Aftermarket Product Quality: Oversee and resolve aftermarket product quality issues in collaboration with the product company
• Technical Applications: Oversee technical applications for product lines and ensure efficient technical help desk maintenance
• Fault Diagnosis: Assist in fault diagnosis activities and compile evidence for quality improvements and service fixes
• Product Improvement Campaigns: Initiate and monitor product improvement campaigns
• Customer & Internal Training: Ensure all internal and external training needs are identified and met
• Sales Support: Support sales support staff on technical specifications and modifications
• Site & Customer Visits: Conduct site and customer visits for technical support as required

📝 Enhancement Note: This role requires a proactive approach to problem-solving and a strong commitment to customer satisfaction, with a focus on driving quality improvements and service fixes.

🎓 Skills & Qualifications

Education: A recognized apprenticeship NVQ 3 or equivalent in Construction Equipment or an Engineering-based field is required.

Experience: Proven experience in a similar technical role within the heavy plant industry is essential.

Required Skills:

• Technical engineering background within the construction industry
• Sound understanding and working knowledge of all VCE products
• Good communication skills, both verbally and in writing, with the ability to communicate at all levels
• Good computer literacy
• Ability to work flexible hours, including occasional nights away from home for product training or meetings

Preferred Skills:

• Experience in providing training and technical guidance to others
• Knowledge of the construction industry

📝 Enhancement Note: While not explicitly stated, experience with articulated and rigid haulers would be highly beneficial for this role.

📊 Web Portfolio & Project Requirements (N/A for this role)

💵 Compensation & Benefits

Salary Range: £35,000 - £45,000 per annum (Estimated based on industry standards for a Technical Support Specialist in the UK with 5-10 years of experience)

Benefits:

• 5% employer pension contribution
• 25 days annual leave + bank holidays
• Cycle to work scheme
• Life assurance (4x annual salary)
• Financial, physical, and mental health counseling and coaching sessions
• Free will writing service
• EAP (Employee Assistance Program) with 24/7 doctor access
• Healthshield – cash plan for all employees
• Family-friendly policies
• Company events

Working Hours: 40 hours per week, with an expectation to work flexible hours and occasional nights away from home as required.

📝 Enhancement Note: The salary range provided is an estimate based on industry standards and should be confirmed with the hiring organization.

🎯 Team & Company Context

🏢 Company Culture

Industry: Construction equipment manufacturing and support

Company Size: Medium (500-1,000 employees)

Founded: 1978 (as SMT GB, part of the SMT Group)

Team Structure:

• The Technical Support Specialist will work closely with the Product Company, Sales Support staff, and internal teams to ensure optimal customer support and product improvement
• This role will report directly to the Technical Support Manager

Development Methodology:

• The company follows a structured approach to product improvement, with a focus on customer feedback and quality assurance
• The Technical Support team uses a ticketing system to manage and track customer issues and resolutions

Company Website: SMT GB

📝 Enhancement Note: SMT GB is a leading supplier of construction equipment and aftermarket support, with a strong focus on customer satisfaction and product innovation.

📈 Career & Growth Analysis

Technical Support Specialist Role: This role involves providing technical support and guidance to customers, with a focus on driving quality improvements and service fixes. The ideal candidate will have a strong technical background in heavy plant equipment and a solid understanding of the construction industry.

Reporting Structure: The Technical Support Specialist will report directly to the Technical Support Manager and work closely with other internal teams, such as the Product Company and Sales Support.

Technical Impact: This role has a direct impact on customer satisfaction and product improvement, with the potential to influence the development of new products and features.

Growth Opportunities:

• Technical Support Manager: With experience and proven performance, there may be opportunities to progress into a management role within the Technical Support team
• Product Specialist: A strong understanding of the company's products and a proven track record in technical support could lead to opportunities in product development or specialist roles

📝 Enhancement Note: Career progression in this role would likely involve moving into a management or specialist position within the Technical Support or Product teams.

🌐 Work Environment

Office Type: Hybrid (1 day per week in the office, with remote work for the remainder of the week)

Office Location(s): Duxford, England, United Kingdom

Workspace Context:

• The Duxford office provides a collaborative workspace with access to multiple monitors and testing devices for technical support activities
• The remote work environment should be comfortable and conducive to effective communication and collaboration with customers and internal teams

Work Schedule: Flexible hours are required to accommodate customer needs, with occasional nights away from home for product training or meetings.

📝 Enhancement Note: The hybrid work arrangement allows for a balance between on-site collaboration and remote work, with the expectation to travel to the Duxford office on a weekly basis.

📄 Application & Technical Interview Process

Interview Process:

1. Phone/Video Screen: A brief phone or video call to discuss the role and assess communication skills
2. Technical Assessment: A practical assessment or case study to evaluate technical knowledge and problem-solving skills
3. Face-to-Face Interview: A final interview with the Technical Support Manager and other team members to assess cultural fit and technical competency
4. Reference Check: A reference check to confirm previous employment and performance

Portfolio Review Tips: (N/A for this role)

Technical Challenge Preparation:

• Brush up on knowledge of articulated and rigid haulers, as well as relevant troubleshooting techniques
• Familiarize yourself with the company's products and support processes
• Prepare examples of previous technical support experiences and achievements

ATS Keywords: (N/A for this role)

📝 Enhancement Note: The interview process for this role will focus on assessing technical competency, problem-solving skills, and cultural fit, with a strong emphasis on customer support and product improvement.

🛠 Technology Stack & Web Infrastructure (N/A for this role)

👥 Team Culture & Values

Technical Support Values:

• Customer focus: Prioritize customer needs and satisfaction in all activities
• Quality-driven: Strive for continuous improvement and high-quality support
• Collaboration: Work effectively with internal teams and customers to resolve issues and drive product improvement
• Technical expertise: Maintain a strong technical knowledge base and stay up-to-date with industry developments

Collaboration Style:

• Cross-functional collaboration: Work closely with other internal teams, such as Sales Support and the Product Company, to ensure optimal customer support and product improvement
• Knowledge sharing: Contribute to the team's collective knowledge base and support the development of other team members
• Continuous learning: Stay up-to-date with the latest industry developments and best practices in technical support

📝 Enhancement Note: The Technical Support team at SMT GB values customer focus, quality, collaboration, and technical expertise, with a strong emphasis on continuous improvement and knowledge sharing.

⚡ Challenges & Growth Opportunities

Technical Challenges:

• Keeping up-to-date with the latest product developments and troubleshooting techniques
• Managing complex customer issues and expectations
• Contributing to product improvement campaigns and driving quality fixes

Learning & Development Opportunities:

• Attend product training and industry events to enhance technical knowledge and skills
• Seek mentorship and guidance from experienced team members and other internal experts
• Contribute to the development of other team members and share technical knowledge and best practices

📝 Enhancement Note: This role presents technical challenges in managing customer issues and driving product improvement, with opportunities for learning and development through training, mentorship, and knowledge sharing.

💡 Interview Preparation

Technical Questions:

• Describe your experience with heavy plant equipment and the construction industry
• How have you approached troubleshooting complex technical issues in previous roles?
• Can you provide an example of a time when you contributed to a product improvement or quality fix?

Company & Culture Questions:

• Why are you interested in the Technical Support Specialist role at SMT GB?
• How do you prioritize customer needs and ensure high-quality support?
• How do you approach collaboration with internal teams and customers to resolve issues and drive product improvement?

Portfolio Presentation Strategy: (N/A for this role)

📝 Enhancement Note: Interview preparation for this role should focus on demonstrating technical competency, problem-solving skills, and a customer-focused approach, with a strong emphasis on driving quality improvements and product fixes.

📌 Application Steps

To apply for the Technical Support Specialist - Articulated / Rigid Haulers position at SMT GB:

1. Submit your application through the Workable application link
2. Tailor your resume to highlight relevant technical support experience and achievements
3. Prepare for the phone/video screen, technical assessment, and face-to-face interview by brushing up on your knowledge of articulated and rigid haulers, troubleshooting techniques, and the company's products and support processes
4. Research the company and prepare questions to ask during the interview process to demonstrate your interest and understanding of the role

⚠️ Important Notice: This enhanced job description includes AI-generated insights and industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.