Technical Support Engineer - Moor Road LSDD - Moor Road

Weareseekinga Technical Support Engineertojoinourteamat Moor Road ,Leeds.

Therolecentresonprovidingtechnicalsupporttocustomersandfieldengineersintheoperation,diagnosis,fault-finding,andrepairoftheequipmentsuppliedbythecompany.

Theroleisresponsibleforensuringthesafe,reliable,andefficientoperationofourequipmentwhiledeliveringahighstandardofcustomerserviceandtechnicalsupport.

• Take ownership of customer issues from initial report through to resolution, ensuring timely updates and effective communication throughout.
• Research, diagnose, troubleshoot, and identify effective solutions to resolve technical and system issues.
• Follow established procedures to elevate unresolved or complex issues to the appropriate internal teams.
• Accurately log, update, and maintain records of customer and employee queries using JITBIT and Net Suite.
• Work closely with field engineers to provide technical support and assist with the investigation and resolution of on-site issues.
• Ask targeted questions to quickly identify the root cause of customer issues.
• Provide remote technical support via telephone, email, or other communication channels, guiding customers through diagnostic and fault-finding procedures where appropriate.
• Prioritise and manage multiple technical support cases simultaneously, ensuring customer expectations and business priorities are met.
• Develop and maintain technical documentation, including procedures, manuals, technical notes, and knowledge base articles.
• Configure, program and test PCs for contract and spares department requirements, ensuring correct system setup and adherence to delivery schedules and deadlines.
• Work collaboratively with management and colleagues to identify, implement, and drive continuous improvement initiatives that enhance product reliability, customer satisfaction, and operational efficiency.
• Build and maintain effective working relationships with customers, engineers, suppliers, subcontractors, and internal departments.
• Liaise with suppliers and third parties during the investigation and resolution of technical issues.
• Ensure all work is carried out in accordance with company policies, safety procedures, quality standards, and relevant legislation.
• Support the continuous improvement of product reliability by identifying recurring issues and contributing to root cause analysis and corrective actions.
• Provide technical feedback to Engineering and Product Development teams to support product improvements, reliability and future design enhancements.

(Responsibilities will reflect business priorities and may evolve in line with operational needs.)

• Electrical Engineering qualification to a minimum of NVQ Level 3 Advanced Apprenticeship (or equivalent).
• Proven experience working within a technical, electrical, or industrial manufacturing environment.
• Experience supporting PLC-controlled equipment and industrial control systems.
• Full, clean UK driving licence.
• Mechanical engineering knowledge or experience.
• Experience working within the cremation, incineration, or thermal processing industry.
• Experience with gas and/or oil-fired burner systems.
• Familiarity with Mitsubishi PLCs (Q Series, FX Series) and GX Developer/GX Works software.
• Working knowledge of SCADA systems.
• Understanding of ISO 9001 Quality Management Systems and associated procedures.

Facultative Technologies is a global leader in cremation and incineration systems, delivering environmentally responsible and technically advanced solutions to customers worldwide.

Guided by our mission
-Leading with Integrity, Innovating with Purpose, Prioritising Sustainability
-we design, manufacture and service high-performance systems trusted in over 20countries. With more than 140 years of engineering heritage and a strong commitment to safety, quality and continuous improvement, we are proud to set the standard in our industry.

• Health Shield Cash Back Plan
• Enhanced Pension
• Company Sick Pay

Stage One: A Teams interview where we will explore your experience in customer support, coordination and planning, and understand how you manage priorities in a fast-paced environment. This will also give you the opportunity to ask any initial questions about the role and the business.

Stage Two: A face-to-face interview at our Leeds site, allowing for a more in-depth discussion about the role, systems and service environment. You will also have the opportunity to meet members of the Customer Care team and gain insight into how we…