Job Description
Our client, a leading provider of innovative climate solutions, is looking for a Technical Support Engineer to join their team. This is an exciting opportunity for a customer‐focused professional to play a crucial role in delivering exceptional service and support.
On offer: Competitive base salary of up to £40,000 per annum including extensive benefits: Private Medical Insurance, company bonus, death in service, enhanced pension, purchase additional holiday and fantastic career progression opportunities.
As a Technical Support Engineer, you will be the primary point of contact for clients, providing technical support and ensuring customer satisfaction. Your role will involve working closely with customers and field‐based engineers to understand and resolve technical queries promptly. You will perform diagnostics, deliver solutions to optimise temperature control systems, and coordinate with internal teams to address more complex issues.
Responsibilities
* Plan and allocate technicians to customer site visits based on skill sets for project work, installations, decommissioning, and breakdowns.
* Proactively manage a high‐volume workload across the UK, ensuring efficient resource allocation and timely processing of work orders.
* Provide technical support to technicians, troubleshooting issues and offering guidance to ensure successful completion of tasks.
* Collaborate with Hire, Sales, and Operations teams to share customer insights and foster relationships through exceptional customer service.
* Diagnose system problems during product installation and servicing, working closely with various internal teams to resolve issues efficiently.
* Identify areas for sales opportunity improvement and conduct qualitative and quantitative analysis of customer care interactions.
* Ensure accurate information transfer via CRM and operational systems, generating regular reports to support data‐driven decision making.
* Assist service/hire desk and customer care teams with administration during peak times, contributing to overall team success.
Qualifications
* Proven expertise in technical support and troubleshooting to identify and resolve issues efficiently.
* Excellent customer support and service skills, with an ability to maintain professional and clear communication.
* Well‐developed analytical skills for diagnosing and evaluating complex technical problems.
* The ability to work effectively both independently and as part of a team in an office‐based environment.
* Familiarity with temperature control systems is advantageous.
* Relevant certifications or a technical education in engineering or a related field would be beneficial.
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