5315 Product Support Technician jobs near me

About OnlyCat

OnlyCat is a technology company developing the world’s most advanced AI-powered cat flap, using computer vision to detect when a cat is attempting to bring prey into the home.

What began as a home prototype has grown into a commercial consumer technology product that we now manufacture, sell and ship to customers internationally every day.

We are a close-knit team of around 15–20 people and are continuing to grow as we scale production and our customer base.

We’re now looking for a Production Technician & Customer Support Representative to join the team.

This is a varied, hands-on role combining product assembly with technical customer support. The balance between the two will change from week to week depending on the needs of the business.

We're not looking for someone who simply wants to work on a production line. We want someone who is engaged, technically curious, takes pride in the product they are building and wants to understand how it works.

The Role

A key advantage of this position is that the person supporting our customers will also have direct experience assembling and working with the product.

You’ll develop an in-depth understanding of OnlyCat through hands-on production work and use that knowledge to help customers get the best possible experience from their product.

Your responsibilities will include:

Production & Assembly

• Mechanical assembly of OnlyCat products.
• Testing completed products and helping maintain our quality standards.
• Identifying faults or inconsistencies during the assembly process.
• Assisting with rework, repairs and troubleshooting where required.
• Helping keep production organised and efficient.
• Suggesting improvements to assembly methods, processes, tooling and quality control.
• Potentially supporting other areas of production such as electronics, programming, testing or fulfilment as your experience develops.

We actively encourage the people building our products to suggest better ways of doing things. If you spot a way to improve a jig, simplify an assembly step, prevent a recurring fault or improve quality, we want to hear it.

Customer Support

You’ll also help provide technical support to OnlyCat customers around the world.

Customer conversations are managed through our customer messaging and support platform.

You’ll:

• Monitor and respond to incoming customer enquiries.
• Help customers with product installation and setup.
• Troubleshoot technical and product-related problems.
• Answer questions about how OnlyCat operates.
• Help diagnose potential hardware or installation issues.
• Work with the wider team when a customer issue requires further investigation.
• Feed recurring customer issues back into the product and production teams.

Because you'll work directly with the product, you'll be able to provide customers with knowledgeable, practical support rather than simply following a script.

Who We're Looking For

This would suit someone relatively early in their career who is technically minded, practical and keen to develop.

What matters more is your attitude, curiosity and ability to learn.

You’ll ideally be someone who:

• Enjoys understanding how products and technology work.
• Is comfortable working with their hands and assembling mechanical products.
• Has strong problem-solving skills.
• Can diagnose problems logically rather than simply following instructions.
• Communicates clearly and confidently with customers.
• Is comfortable switching between practical production work and computer-based customer support.
• Takes pride in producing high-quality work.
• Is organised and able to manage changing priorities.
• Is willing to ask questions, learn and take on increasing responsibility.
• Looks for ways to improve processes rather than accepting that “this is how we've always done it.”

Technical experience or qualifications in areas such as mechanical engineering, electronics, mechatronics, product engineering, manufacturing or similar would be valuable, but formal qualifications are not essential.

Practical technical experience, personal projects or simply a strong aptitude for understanding how things work can be equally valuable.

Development & Progression

OnlyCat is still a relatively small and rapidly developing company, so this role has scope to grow considerably.

As you develop your knowledge and experience, there may be opportunities to become involved in areas such as:

• Production engineering and process improvement.
• Quality control.
• Product testing and fault diagnosis.
• Production tooling and jig development.
• Electronics and product configuration.
• Product development.
• Training and supporting new team members.
• Taking greater ownership of production or customer-support processes.

We want people to build careers with us.

If you demonstrate an interest or aptitude in a particular area, we'll encourage you to develop it.

What We Offer

• £26,000–£30,000 salary, depending on experience.
• Full-time, Monday-to-Friday role.
• Opportunity to work with a genuinely innovative consumer technology product.
• Significant opportunity to learn and develop technical skills.
• The chance to make a visible contribution within a growing company.
• A close-knit and supportive team.
• Company events.
• On-site parking.

Location

This is a full-time, on-site role based in Cramlington.

Applicants must be able to commute to Cramlington or relocate before starting work.

Work authorisation: United Kingdom required.

If you're practical, technically curious and looking for a role where you can understand a product from the inside out while helping both the company and its customers, we'd love to hear from you.

Pay: £26,000.00-£30,000.00 per year

Benefits:

• Casual dress
• Company events
• On-site parking

Work Location: In person