Senior Technical Support Engineer; UK

Position Overview

Our client is seeking a motivated and skilled Technical Support Engineer with refrigeration knowledge to join their dynamic team.

Based at their Head Office in Hillington, this role is ideal for someone with a passion for technology and a solid understanding of refrigeration systems and who is eager to contribute to software testing, documentation, and training efforts.

Key Responsibilities

• Provide after-sales support for their entire range of products, serving as the senior escalation point and subject matter expert for all technical enquiries.
• Lead the testing of the most complex products, providing detailed feedback to engineering and development teams to ensure product readiness and reliability before market launch.
• Take full ownership of resolving escalations at all levels, from entry-level to the most complex technical issues, ensuring timely and effective solutions while maintaining high customer satisfaction.
• Deliver training to all levels of technical support staff, from entry-level to mid-level support, ensuring consistent knowledge transfer and skill development across the team.
• Oversee the creation, updating, and maintenance of technical documentation, ensuring it meets the needs of internal teams and end users, and reflects the latest product features and functionality.
• Diagnose and troubleshoot hardware and software issues, escalating complex problems when necessary.
• Collaborate with the product development team to provide feedback based on customer experiences and support interactions.

Qualifications and Skills

• Strong knowledge of refrigeration systems and principles.
• Familiarity with HVACR systems, controls, and energy management solutions.
• Excellent problem-solving and diagnostic skills.
• Strong team player with the ability to work closely with various other departments.
• Ability to work effectively both independently and as part of a team.
• Ability to manage multiple tasks and prioritise effectively in a fast-paced environment.
• A strong technical background in controls systems and products.
• Strong verbal and written communication skills for reports and customer interactions.

Working hours

This is an office-based role at their Hillington Head office. Core hours are Monday to Friday 13.30 to 10pm with an hour’s lunch break.

Seniority level:
Associate

Employment type:
Full-time

Job function:
Technical Support

Industries: HVAC and Refrigeration Equipment Manufacturing