Job Description

Own the Details. Coordinate the Fixes. Support Customers Who Rely on Us.

FeedAlert is a growing startup division of E Collinson & Co Ltd, a respected UK manufacturer specialising in agricultural silos. FeedAlert helps farms manage feed smarter through load cell-based monitoring, wireless connectivity, and intuitive dashboards.

We're now looking for a technically capable, well-organised, and proactive team member to join us.

This role starts at the coal face of customer support, giving you visibility into the platform's real-world behaviour. Over time, you'll investigate root causes, escalate issues to trusted technical partners, coordinate improvements, track changes, and support new system onboarding projects. You'll act as a link between support, our technical partners, and product development -- Ensure learnings are captured and tracked. Strengthen system performance, and the changes that make the product more robust.

You'll act as a critical link between support, product development, and technical partners -- ensuring customers are supported, systems run smoothly, and product learnings recorded.

This is a full-time, office-based role within a small, adaptable team -- ideal for someone who enjoys solving problems, working with connected devices, and growing into a long-term technical operations role.

What You'll Do

Escalated Issue Management & Technical Coordination

Be part of the support team -- focusing on next-level issues that require root cause investigation Escalate issues to firmware, electronics or platform partners and track resolution, establish root cause Use Freshdesk (or similar) to log, manage and follow through on technical tickets
Technical Onboarding for Larger Customers

Act as the internal project manager for the technical element of onboarding major customers or deployments Coordinate install readiness, configuration validation, data checks and system activation Work closely with support and the Product Manager to ensure larger clients experience a smooth rollout
System Optimisation & Preventative Improvement

Learn and grow into a technical triage lead -- someone who can identify root causes and prioritise fixes with clarity Spot recurring issues (e.g. sensor dropout, weight discrepancies, signal issues) and suggest or help implement long-term fixes Coordinate improvements in setup procedures, alert logic or system settings to reduce support load Driving product robustness and operational improvement through structured issue tracking, and documentation
Documentation & Change Tracking

Maintain accurate internal records of: Firmware changes and rollout logs Product issues and resolution history Trials, diagnostics and test outcomes Create user product documents/FAQ's/ as required Ensure documentation is traceable and supports alignment with ISO 9001, 14001 and 27001
Customer & Partner Communication

Communicate clearly and professionally with both technical partners and customers Translate technical issues into understandable explanations and actions Be a calm, structured presence in issue resolution and onboarding
Small Team Collaboration

Be ready to pitch in where needed -- whether supporting a trial, chasing an action, or helping prep an internal test Flex your focus based on what the product needs that week -- delivery, support, improvement, or reporting
IT Awareness & AI (Optional)

Be confident navigating cloud platforms, product support tools and basic system monitoring dashboards Interest or experience in using AI tools for diagnostics or support automation is a plus, but not required

Involvement in Technical Development

While you won't be leading product development directly, you'll be actively involved in the process -- contributing through structured documentation, change tracking, technical issue summaries.

As you grow in the role, you'll develop a deeper understanding of our technical stack -- from device behaviour to system flow -- and there's a clear path for the right person to evolve technically over time. We're looking for someone who's curious, committed, and ready to grow as the product and team scale.

What You Bring

Required:

2-5 years' experience in technical product support and project coordination. Strong project organisation and time/task tracking skills Comfortable working with helpdesk systems (Freshdesk or equivalent) Good IT literacy and basic understanding of cloud-connected devices Excellent customer communication and issue handling mindset Comfortable working in a small, adaptable team
Advantageous:

Experience coordinating or supporting technical onboarding for products or platforms Understanding of IoT principles, wireless communication, or sensor systems Understanding or in of AI and SaaS Basic maths confidence Exposure to standards (9001, 14001, 27001)
Interest in emerging tools like AI for support efficiency or diagnostics (not essential)

Why Join FeedAlert?

Be part of a startup-style team backed by a long-established UK manufacturer Make a visible difference to how our systems perform and how our customers experience them Work in a close-knit team where everyone supports each other Learn fast, contribute meaningfully, and grow into a long-term technical operations role Help build a platform that's already making farming smarter across the UK
Full product training will be provided -- we don't expect you to know everything on day one. What matters most is that you're organised, eager to learn, and ready to get stuck in.

We're a small, passionate team, you'll quickly feel part of something with purpose. We believe in the value of what we're building, and we work closely together to grow and scale a product that genuinely helps our customers.

Location:

Preston, Lancashire - this is a full time office based role

Benefits

include

27 days' holiday plus bank holidays

, free onsite parking, and staff canteen facilities.

Salary

: 38 - 45k depending on experience.

Closing date for applications: 26 September 2025

We may close the advert early if we receive sufficient applications

Job Type: Full-time

Pay: 38,000.00-45,000.00 per year

Benefits:

On-site parking
Application question(s):

1. This role is based full-time in our Northwest UK office (no hybrid/remote). Are you happy with this working arrangement? 2. Briefly describe your experience in technical support, product operations, or project coordination. What kinds of tasks or systems have you worked with? 3. How do you make sure you're clear and effective when speaking with different people like customers, engineers, or your team? 4. Which of the following areas are you most confident in, and which are you keen to grow into?
Hardware troubleshooting / Firmware or telemetry / Documentation / Task or issue tracking / Data analysis / None yet but eager to learn

5. What interests you about Feed Alert and this specific role?
Work Location: In person