Technical Support Engineer

Ovia are looking for a Technical Support Engineer to join their expanding Technical & Quality team. This is an exciting opportunity to become a trusted technical expert across the Ovia product portfolio, providing guidance and solutions that make a real difference to both our customers and colleagues. As a key link between customers and the wider business, you'll use your technical knowledge to troubleshoot issues, support product performance and application, and help drive continuous improvement across our products, services, and processes. If you're passionate about technical problem-solving and looking to develop your career within a rapidly growing business, this role is for you.

Main Duties

• Provide first-class technical support for Ovia luminaires, lighting controls, emergency lighting systems, and associated products.
• Respond to technical enquiries via telephone, email, online platforms, and site visits where required.
• Diagnose and resolve product, installation, commissioning, and performance-related issues.
• Guide customers through troubleshooting processes to achieve effective and timely resolutions.
• Deliver technical advice and support to both internal sales teams and external customers.
• Assess customer requirements and recommend appropriate lighting solutions for a range of applications and projects.
• Support customers with product selection, technical specifications, compliance requirements, and application guidance.
• Interpret technical drawings, wiring diagrams, specifications, and installation documentation.
• Assist in the creation, review, and maintenance of technical literature including datasheets, installation instructions, technical bulletins, and product guides.
• Work closely with Product Development, Quality, and Manufacturing teams to investigate technical issues and identify root causes.
• Maintain accurate and detailed records of customer enquiries, investigations, and resolutions.
• Analyse recurring issues and provide recommendations to improve product quality, customer experience, and operational efficiency.
• Support the ongoing development and maintenance of technical product information and databases.
• Share technical knowledge and best practice across the wider business.
• Ensure all activities are carried out in line with company policies, procedures, and Health & Safety requirements.
• Promote safe working practices during technical investigations and site visits.
• Maintain awareness of relevant industry standards, regulations, and emerging lighting technologies.

Skills and Experience

Essential:
• Strong technical understanding of LED lighting products, luminaires, lighting controls, and associated electrical systems.
• Excellent fault-finding and problem-solving skills.
• Ability to communicate technical information clearly to both technical and non-technical audiences.
• Customer-focused with a proactive and solution-oriented approach.
• Strong organisational skills with the ability to manage multiple priorities.
• Ability to work independently and collaboratively within a team environment.
• Good working knowledge of Microsoft Office applications.
• Positive, professional, and service-driven attitude.
• Basic knowledge or experience within the lighting industry.

Desirable:
• Previous experience in a Technical Support Engineer or similar technical support role.
• Experience within the lighting, electrical, manufacturing, or construction sectors.
• Electrical qualifications or practical electrical installation experience.
• Ability to interpret technical drawings, wiring schematics, and product specifications.
• Knowledge of lighting controls, emergency lighting systems, and relevant industry standards

Education and Qualifications

• GCSE Maths & English or demonstrable experience