Technical Helpdesk Engineer

Provide high-quality technical support for Navien’s domestic boilers and hot water products across the UK and Ireland. Working as part of our Technical Helpdesk team, you’ll deliver expert pre- and post-sales support to customers, installers, service engineers and merchants, helping to resolve technical issues quickly and efficiently.

You’ll provide remote fault diagnosis, manage warranty enquiries, support field engineers and service partners, and occasionally assist with installer training sessions and technical events.

Job Type: Full Time, On-Site.
Department : Customer Service
Salary range: £35,000–£40,000 (depending on experience) + £150 per Saturday rota
Experience: Entry
Education:
Job Location: Guildford Business Park Road , Building 2 , Guildford , England , GU2 8XG
, United Kingdom

• Proven experience in a technical support or service role within the heating industry.
• Strong fault‑finding and diagnostic skills, ideally with 5+ years’ experience working on boilers or heating products.
• Knowledge of air source heat pump (ASHP) technology.
• Strong communication and customer service skills.
• Good IT skills and experience using CRM or service management systems.
• A proactive, team‑focused approach with excellent problem‑solving ability.
• Desirable:
  Air Source Heat Pump or F‑Gas Category 1 certification.

• Competitive salary plus paid Saturday overtime.
• 22 days’ holiday, rising after 2 years (+ bank holidays + 1 Navi Day).
• Company pension (post‑probation).
• Performance bonus.
• Ongoing training and development within a growing global manufacturer.

• Provide : technical support via telephone and email to customers, installers, service engineers and internal teams.
• Diagnose : and troubleshoot faults remotely on domestic boilers and hot water products.
• Process : warranty claims and coordinate engineer and service partner dispatch using internal systems.
• Register : products for warranty and maintain accurate customer and product records.
• Respond : to customer complaints and warranty enquiries professionally and in line with company procedures.
• Support : field engineers, service partners and sales colleagues with technical advice.
• Maintain : accurate system data and contribute to departmental KPIs.
• Attend : product training and technical development sessions.
• Support : installer events and training when required.