End User Support Specialist jobs

Role Overview

We are looking for an experienced Technical Support Specialist to join our Technical Hub.

The Technical Hub is a key part of the business, supporting customers with product and installation queries, helping the Sales and Customer Support teams develop complex projects, and working with Buying and Quality to ensure our products meet our expectations for performance, reliability and UK market compliance.

This is a practical and varied role for someone with strong hands-on knowledge of LED lighting systems who enjoys technical problem-solving in a fast-paced commercial environment.

You will support projects from initial enquiry through quotation, order processing and production, helping to ensure that solutions are accurately specified, technically correct and suitable for their intended application.

Key Responsibilities

Customer & Project Support

· Provide clear and practical technical support to customers and colleagues.

· Work with the Sales and Customer Support teams to develop solutions for complex or bespoke projects.

· Develop accurate quotations and review orders to ensure that details are correct before they progress to production or dispatch.

Drawing & Documentation

· Produce technical drawings, wiring diagrams, specifications and supporting documentation for the Sales and Production teams.

· Maintain clear project records and support the effective handover of bespoke projects into in-house assembly and production.

Evaluation & Compliance

· Support the assessment of new products for performance, suitability, safety and compliance with relevant UK standards and regulations.

· Test new products before release for sale

· Provide practical technical feedback to the Buying, Quality and Production teams to support product decisions.

Issues & Problem Solving

· Help investigate product and installation issues, diagnose faults and identify practical corrective actions.

· Work with colleagues across the business to resolve issues efficiently and minimise their impact on customers and projects.

· Escalate complex, high-risk or compliance-related issues where appropriate.

Process Improvement

· Identify opportunities to improve workflows.

· Help implement practical solutions that improve accuracy, consistency, efficiency and customer service.

· Contribute to technical guidance, internal procedures and best-practice documentation.

What Success Looks Like

Success in the role will be demonstrated through accurate project specifications, technically correct orders, clear technical documentation and support delivered swiftly to customers and colleagues.

The successful candidate will identify potential issues early, help projects progress smoothly through the business and contribute to the introduction of safe, reliable and fit-for-purpose products.

About UltraLEDs

UltraLEDs is a leading supplier of LED lighting components to trade, commercial and consumer customers across the UK. We specialise in linear lighting, LED strip lighting, power and control, combining stocked products with bespoke solutions assembled in-house.

Our customers use our products to light buildings, homes, event spaces and retail displays. Our lighting has featured on the Love Island set, the Erasure world tour, DC10 in Ibiza and at Wembley, as well as in projects for brands including Next PLC, Mulberry and BMW.

We are a fast-growing business of around 60 employees, based in the heart of Trafford Park. Strong product knowledge, practical technical support and a commitment to quality are central to how we operate.

Candidate Profile

The successful candidate will have:

· At least two years’ experience working with LED lighting systems.

· A practical understanding of LEDs, electrical safety, power supplies, wiring and lighting control systems.

· Strong technical troubleshooting and problem-solving skills.

· Excellent attention to detail.

· The ability to produce and interpret technical drawings and documentation.

· Team player able to clearly communicate complex issues to non-technical colleagues and customers.

· The ability to manage multiple tasks and priorities in a fast-paced environment.

· A practical and collaborative approach to working with customers and internal teams.

The following may also be an advantage:

· Experience with MADRIX or similar lighting-control software.

· Experience in a production facility, workshop, lighting manufacturer or technical product environment

· Knowledge of CAD, 3D design or 3D printing.

· Electrical qualification

Working Environment & Benefits

We offer a supportive and collaborative working environment where no two days are the same, together with:

· 25 days’ holiday, plus bank and public holidays.

· Workplace pension.

· Private healthcare.

· Two weeks’ paid sabbatical after five years of service.

· Enhanced maternity provision.

· Regular company events.

· Development library and training budget.

· Perkbox discounts, offers and wellbeing platform.

· Free eye tests for screen users.

· Access to a mental health support specialist.

If you are excited by LED technology, enjoy solving practical technical problems and want to join a growing technical team, we would like to hear from you.

Pay: £32,000.00 per year

Benefits:

• Free parking
• On-site parking

Experience:

• IT: 1 year (required)

Work authorisation:

• United Kingdom (preferred)

Work Location: In person