Product Support Engineer in Thetford

We are looking for a Product Support Engineer to join our engineering team, providing technical support for mechanical products used within commercial building services projects. This is a varied role combining technical problem solving, product support and engineering investigation. You'll work closely with internal departments and customers to diagnose issues, identify root causes and provide practical solutions throughout the product life cycle. The position would suit an engineer with a background in mechanical engineering, manufacturing or building services who enjoys fault finding, working with technical documentation and seeing problems through to resolution.

Key Responsibilities

• Provide technical support for product-related enquiries from customers and internal teams.
• Investigate reported product issues and identify appropriate technical solutions.
• Review service reports and technical information to assess product performance and determine likely causes of faults.
• Support investigations into returned products, working alongside Quality, Operations and Engineering teams.
• Carry out root cause analysis and contribute to continuous product improvement.
• Maintain accurate technical records and case history within the company CRM system.
• Prepare clear technical reports and recommendations where required.
• Occasionally visit customer sites to assist with investigations or support service engineers.
• Contribute to the development of technical documentation and support materials.

We're interested in engineers who are naturally inquisitive, methodical and enjoy solving technical problems.

You should have:

• Experience in a technical support, manufacturing, mechanical engineering or HVAC environment.
• Good fault-finding and diagnostic skills.
• The ability to interpret engineering drawings and technical documentation.
• An understanding of mechanical products and how they integrate within larger building systems.
• Strong communication skills and the ability to explain technical information clearly.
• A structured approach to problem solving and investigation.
• Good organisational skills and the ability to manage multiple tasks.
• Experience using Microsoft Office and CRM or service management systems.

Desirable Experience

• Engineering qualification or equivalent practical experience.
• Experience with mechanical products incorporating controls, sensors or actuators.
• Knowledge of HVAC or building services products.
• Experience carrying out site investigations or supporting field service activities.
• Experience of root cause analysis and quality investigations.

This is an engineering role where technical knowledge and problem-solving are valued. You'll work closely with experienced colleagues across engineering, quality, operations and customer support, with the opportunity to influence product improvements and help resolve complex technical challenges. If you enjoy understanding how products work, investigating faults and delivering practical engineering solutions, please do get in touch.