At a Glance
- Tasks: Provide expert technical support and troubleshoot issues for customers and engineers.
- Company: Join a growing team in the heating industry with a focus on customer service.
- Benefits: Competitive salary, paid Saturday shifts, and opportunities for professional development.
- Other info: Dynamic work environment with potential for career growth and training opportunities.
- Why this job: Make a real difference by solving technical problems and enhancing customer experiences.
- Qualifications: Experience in technical support, strong communication skills, and knowledge of heating systems.
The predicted salary is between 32000 - 40000 £ per year.
Salary: £32,000-£40,000 + paid Saturday rota (£150 per 6-hour shift)
Location: Guildford (office-based preferred). Home working may be considered for the right candidate living outside the local area.
Job Type: Full-time, Permanent
Hours: Monday to Friday, 8:00am-4:30pm, plus a paid Saturday rota (8:00am-2:00pm)
About the Role
An excellent opportunity has arisen for an experienced Technical Support Desk Engineer to join a growing technical support team within the heating industry. This is a varied role where you'll provide expert technical support to installers, service engineers, merchants and customers, helping to diagnose faults, resolve technical issues and deliver an excellent customer experience. If you have a strong background in domestic heating systems, enjoy solving technical problems and take pride in delivering first-class customer service, we'd like to hear from you.
The Role
- Working as part of a knowledgeable Technical Helpdesk team, you will provide both pre-sales and after-sales technical support across the UK and Ireland.
- Your responsibilities will include troubleshooting products remotely, supporting engineers in the field, managing warranty enquiries and ensuring customers receive accurate and timely technical advice.
- You'll mainly provide support via telephone and email, with occasional travel to attend training courses or installer events.
Key Responsibilities
- Provide technical support to installers, engineers, merchants and customers via phone and email.
- Diagnose product faults and offer practical technical solutions.
- Deliver pre-sales and after-sales product support.
- Process warranty claims and coordinate engineer or service partner visits.
- Register product warranties and maintain accurate customer records.
- Handle warranty enquiries and customer complaints professionally and efficiently.
- Ensure internal systems and customer information remain accurate and up to date.
- Work towards departmental service levels and key performance indicators.
- Support colleagues and contribute to continuous improvements within the Technical Support team.
- Attend technical training to maintain product knowledge.
- Participate in the paid Saturday technical support rota.
About You
We're looking for someone who combines strong technical knowledge with excellent communication skills. You'll ideally have:
- Previous experience providing technical support within the heating, plumbing or mechanical/electrical sector.
- Strong fault-finding and diagnostic abilities.
- Around five years' experience working with domestic boilers or heating systems.
- Knowledge of air source heat pumps.
- Good IT skills and experience using CRM or service management systems.
- Excellent communication skills with a customer-focused approach.
- The ability to work independently while contributing positively to a collaborative team.
Desirable ACS Core
