At a Glance
- Tasks: Provide expert technical support and manage maintenance activities for critical equipment.
- Company: Join a leading organisation in the Maintenance Services sector with a focus on innovation.
- Benefits: Competitive salary, professional development, and opportunities for hands-on experience.
- Other info: Dynamic role with opportunities for training and career advancement.
- Why this job: Make a real impact by solving complex technical issues and supporting essential services.
- Qualifications: Technical education or equivalent experience, strong problem-solving skills, and IT proficiency.
The predicted salary is between 40000 - 50000 £ per year.
The Customer Engineering Technical Support Specialist plays a critical role within the Maintenance Services Organisation, acting as a technical authority and providing expert guidance across both planned and unplanned maintenance activities. This role ensures all legally required inspections are completed within regulatory timeframes, manages complex escalations, and offers advanced technical support to customers and internal teams.
Responsibilities include remote fault diagnosis, technical validation of work orders, and ensuring the correct resources and materials are identified for safe and efficient maintenance operations. The Technical Support Specialist provides technical oversight and coordination for maintenance and fault resolution across a wide range of equipment and installations, including:
- Cryogenic tanks and associated equipment
- Medical gas panels
- GGG plants
- Packaged Gas Depots (including dual-brand operations)
- Food tunnels
- Hydrogen refuelling stations
- Gaseous hydrogen systems
The role also supports spare parts management by reviewing and approving technical specifications for new and replacement components. Additionally, the Specialist contributes to the development of the wider Customer Engineering Technical Support Team through training and mentoring.
Principal Accountabilities
- Fully engage in BSP Activity, including:
- Manage and process all validated work orders, ensuring timely completion of planned and curative maintenance
- Conduct technical reviews and assign appropriate parts and labour for safe and effective onsite work
- Act as escalation point for complex technical issues raised by the Technical Support Department
- Provide frontline technical support, including remote diagnosis of faults across a broad range of equipment and installation types
- Oversee communications with customers regarding planning, site access, and job readiness
- Ensure all work is supported by appropriate risk assessments and method statements
- Prepare RAMS for customer‑specific onsite activities
- Coordinate P&ID updates when installation modifications require
- Prepare and submit requests for extensions to legal inspections in line with PSSR 2000 and Air Products standards
- Monitor and respond to alarms on medical oxygen panels and other critical systems
- Manage SAP service orders for onsite activities, triggered by planned work, customer contact, escalations, and system monitoring
- Liaise with contractors and suppliers for onsite works and procurement of materials
- Provide quotations for onsite activities where required
- Offer technical assistance for selection of new and replacement parts
- Support internal training and development initiatives across technical operations
- Participate in on‑call and out‑of‑hours activities for urgent work orders related to safety, business‑critical needs, or customer complaints
- Perform any other reasonable tasks as requested by management
Minimum Requirements and Qualifications
- Higher education or a vocational qualification in a technical field is desirable
- Equivalent experience‑based knowledge will also be considered
- Strong general education with Mathematics and English at Grade C or above
- Strong technical understanding of industrial gas systems (essential)
- Good geographical awareness
- Proficient IT skills, including SAP, Microsoft Office, ServiceMax, Vantage, equipment monitoring tools (e.g., APST, ANOVA), and event management systems
- Excellent interpersonal, communication, and problem‑solving abilities
- Ability to work under pressure and manage competing priorities
- Proven technical authority with experience handling escalations
- Strong organisational and prioritisation skills in a high‑volume, fast‑paced environment
- Proactive, solutions‑oriented mindset with focus on continuous improvement
- Calm and effective under pressure, with strong decision‑making capabilities
- Experience using SAP ERP (SD module preferred) and ServiceMax for work order management
- Proficient use of Microsoft Office Suite for planning and communication
- In‑depth geographical knowledge of the UK & Ireland
Technical Co Ordinator in Worcester employer: Dormont Manufacturing Co
As a leading employer in the Maintenance Services Organisation, we pride ourselves on fostering a collaborative and innovative work culture that empowers our Technical Co-ordinators to excel. With a strong focus on employee growth, we offer extensive training and mentoring opportunities, ensuring that our team members are equipped with the skills needed to thrive in their roles. Located in a dynamic environment, we provide competitive benefits and a supportive atmosphere that values technical expertise and encourages continuous improvement.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Co Ordinator in Worcester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Dormont Manufacturing Co. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Dormont Manufacturing Co before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Technical Co Ordinator in Worcester
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Dormont Manufacturing Co:Your cover letter is your chance to shine! Tell us why you want to work at Dormont Manufacturing Co specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Dormont Manufacturing Co!
How to prepare for a job interview at Dormont Manufacturing Co
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
