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Fabrication Support Unit Manager

Location: NORTH EAST

Salary: £30,000 - £35,000

Job Type: Permanent

Job ID: 168108

Purpose of the role:


The Fabrication Support Unit (FSU) is extremely important as the first point of contact for Marketing, Customer Service and Sales teams – providing advice and guidance for the use and installation of all Formica Ltd products. Key customers often contact this function directly for queries or when they need to understand how to apply our product correctly.


  • Providing and setting guidance and advice to customers, clients, specifiers and internal audiences on best-practice use of products.

  • Developing customer support programmes, customer training, internal training to assist the customer services team in managing customer fabrication questions to provide a high quality service to our customers, safely, professionally and within agreed or reasonable timescales

  • Actively develops departmental infrastructure and facilities to provide long-term training, education and fabrication services in line with strategic intent.

  • Promoting best practice in using products through proactive training programmes and through on-site and remote troubleshooting advice.

  • Developing fabrication advice for publication through various media.

  • Supports existing product programmes and new product introductions through physical product testing, prototyping and product fabrication trials

  • Acting as the final point of escalation for customer fabrication questions via CSD operatives, direct customer calls or site visits

  • Supporting marketing with special requests to create/fabricate objects (e.g. furniture, room sets, kitchen cabinets, interior design features etc.) that could be used in photography to create case studies, content for PR and advertising) and to support in the fabrication of elements for marketing events and exhibitions

  • Assist in manufacture of special sample requests for OEM and key accounts to drive revenue opportunities




  • Time served carpenter / joiner

  • In-depth and broad product knowledge

  • Good communication skills

  • Positive attitude



  • Creative with the ability to think laterally and come up with new and unique ideas

  • Needs to be able to prioritise multiple demands on resource in what can be a fast-moving environment shaped by planned business initiatives and unplanned, customer-driven priorities.

  • Needs to balance close-in, tactical requirements for existing products with longer-term development of new products.

  • Needs to stay abreast of technical and environmental developments that could influence or affect our business in the short, medium or long term.

  • Ability to network and create relationships

  • Ability to lead and influence change, upward, across functions/departments/ organisation wide

  • Experience in a customer facing role and/or undertaken training or demonstrations