Senior Technical Support Engineer (UK867415)

About this client

A global energy and building controls specialist, trusted by the world’s leading retailers and blue chip companies to deliver sustainable control and remote monitoring solutions. With strategically positioned offices worldwide, and a carefully selected distributor network, they work with customers to reduce energy costs and achieve sustainability objectives.

Designing and manufacturing HVACR (heating, ventilation, air conditioning, and refrigeration) control and monitoring solutions for clients across multiple sectors; including Retail, Commercial, Industrial, Public Sector and Hospitality, they put customers at the heart of their business.

Position Overview

They are 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.