At a Glance
- Tasks: Provide technical support and fault diagnosis for heating systems via phone and email.
- Company: Fast-growing UK manufacturer focused on innovative hot water solutions.
- Benefits: Competitive salary, comprehensive training, and career progression opportunities.
- Other info: Dynamic environment with ongoing technical development and support from experienced teams.
- Why this job: Join a collaborative team making a real impact on the UK's net-zero goals.
- Qualifications: Experience with heat pumps and strong communication skills required.
The predicted salary is between 36000 - 44000 £ per year.
About Net Zero Careers
Net Zero Careers supports roles that ensure high-quality retrofit delivery and compliance across residential projects.
Customer-facing roles like this are vital to ensure residents are informed, safe, and satisfied while supporting the UK's net-zero goals.
About Us
We are a fast-growing UK manufacturer of stainless-steel hot water cylinders and engineered hot water storage solutions.
We design and manufacture unvented hot water cylinders, calorifiers, buffer vessels, volumisers, thermal stores, and high-volume pre-plumbed assemblies for leading heat pump manufacturers and heating-sector customers.
As an ISO 9001-certified manufacturer, we are committed to product quality, technical excellence, continuous improvement, and outstanding support for OEM customers and professional installers.
The Role
Due to continued growth, we are looking for an experienced Aftersales Technical Support Engineer to join our team.
This is a predominantly office-based, telephone-led technical support role that provides guidance to OEM manufacturers, heating engineers, and installers on product selection, installation, commissioning, system operation, fault diagnosis, wiring, controls, and aftersales issues.
You will be responsible for understanding on-site issues, guiding installers through structured fault-finding processes, identifying root causes, and coordinating resolutions.
This role requires strong knowledge of heat pumps, hot water cylinders, and associated electrical and mechanical systems.
Key Responsibilities
- Technical Support & Fault Diagnosis
- Provide first-line technical support via phone and email.
- Support installers and customers with installation, commissioning, wiring, controls, and system operation queries.
- Diagnose faults on hot water cylinders, pre-plumbed units, and connected heat pump systems.
- Interpret and explain wiring diagrams, hydraulic schematics, technical drawings, and installation manuals.
- Identify whether issues relate to products, installation, wiring, plumbing, controls, commissioning, or wider system integration.
- Escalate complex or safety-critical issues to Engineering, Quality, or Site Service teams.
- Aftersales Case Management
- Manage technical support cases from initial enquiry through to resolution.
- Maintain accurate records of diagnostics, actions, and outcomes.
- Coordinate warranty investigations, replacement parts, product returns, and site service visits.
- Review technical evidence to support warranty decisions.
- Handle complaints and escalations professionally while maintaining strong customer relationships.
- Internal Collaboration & Continuous Improvement
- Work closely with Engineering, Quality, Production, Sales, Key Account Management, and Site Service teams.
- Support investigations into recurring field and product issues.
- Identify trends and provide feedback to support product and process improvements
- Contribute to the development of technical documentation, support materials, and diagnostic procedures
- Ensure support processes and records comply with company procedures and ISO 9001 requirements
Essential Skills & Experienc
- Practical experience with heat pumps, hot water cylinders, or related heating systems.
- Background in installation, commissioning, servicing, maintenance, fault finding, or manufacturer technical support.
- Strong understanding of hot water cylinders and their integration with heat pump systems.
- Working knowledge of electrical controls, wiring, plumbing, and mechanical heating systems.
- Ability to read and interpret electrical wiring diagrams and hydraulic schematics.
- Methodical approach to fault finding and problem solving.
- Strong communication skills with confidence supporting professional installers over the phone
- Ability to manage multiple cases and priorities effectively.
- Proficient in Microsoft Office and customer/service management systems.
Desirable Skills & Experience
- Experience as a heat pump engineer, heating engineer, plumber, electrician, commissioning engineer, field service engineer, or technical support engineer.
- Relevant heating, plumbing, electrical, or heat pump qualification.
- G3 Unvented Hot Water qualification.
- Experience supporting OEM manufacturers, merchants, or installers.
- Familiarity with pre-plumbed cylinders, pumps, motorised valves, thermostats, sensors, immersion heaters, and heating controls.
- Experience with warranty investigations, complaints, and technical escalations.
- Knowledge of CRM, ERP, or service management systems.
- Understanding of ISO 9001 quality systems.
- Full UK driving licence.
What We Offer
- Competitive salary dependent on experience.
- Comprehensive product and technical training.
- Practical product familiarisation within our manufacturing facilities.
- Ongoing technical development and career progression opportunities.
- Support from experienced Engineering, Quality, Production, and Site Service teams.
- A collaborative working environment within a growing UK manufacturer where your expertise makes a real impact.
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Aftersales Technical Support Engineer employer: MAGMAS
Hiddenwell is an exceptional employer that prioritises employee growth and development, offering a dynamic work culture in the picturesque setting of Moreton-in-Marsh. With a strong focus on operational excellence and guest satisfaction, employees are empowered to innovate and improve processes while enjoying a supportive team environment. The company also provides competitive benefits and opportunities for career advancement, making it a rewarding place to build a meaningful career.
StudySmarter Expert Advice🤫
We think this is how you could land Aftersales Technical Support Engineer
✨Join Engineering Meetups!
Get yourself along to local engineering meetups or tech conferences. These are great places to connect with like-minded folks and industry leaders who might just have a lead on that full-time Aftersales Technical Support Engineer role you’re after at MAGMAS.
✨Show Off Your Projects!
Don’t be shy about showcasing your engineering projects. Whether it’s a funky app, a mechanical design, or a complex algorithm, having a solid portfolio on platforms like GitHub can really make you stand out. Plus, it gives potential employers at MAGMAS a taste of what you can bring to the table!
✨Engage with Online Communities
Dive into engineering forums and online communities, like Reddit or specific engineering Discord channels. Sharing your insights, asking questions, and being active can help you build connections that might lead to job opportunities at MAGMAS.
✨Apply Through Company Websites
When you spot a role like Aftersales Technical Support Engineer at MAGMAS, apply directly through their website. Often, this can show your genuine interest in the company and you might just get noticed quicker than via typical job boards.
We think you need these skills to ace Aftersales Technical Support Engineer
Some tips for your application 🫡
Showcase Your Technical Expertise:When applying for an engineering role like Aftersales Technical Support Engineer, it’s essential to highlight your technical skills. Include any relevant software or tools you're proficient in on your CV—think CAD software, simulation tools, or programming languages. Don't skimp on any engineering projects you've worked on that demonstrate your ability to solve complex problems.
Focus on Results and Impact:In the engineering world, we love numbers and real-world impact. Quantify your achievements wherever possible—like reducing costs by a certain percentage, improving efficiency, or successfully completing a project ahead of schedule. This gives your future employers at MAGMAS a clear picture of the value you can bring.
Craft a Compelling Cover Letter:Use your cover letter to express your passion for engineering and explain why you’re drawn to MAGMAS specifically. Share what aspects of their work excite you and how your values align with theirs. This is your chance to show a bit of personality while keeping it professional!
Include Relevant Certifications:If you have any engineering certifications, especially ones that are recognised in your field, make sure to feature them prominently on your CV. They demonstrate not just your knowledge, but also your commitment to professional development, which is something we at StudySmarter value highly.
How to prepare for a job interview at MAGMAS
✨Brush Up on Core Engineering Principles
Before heading into the interview with MAGMAS, make sure you're solid on the fundamental engineering principles relevant to the role. Be ready to discuss concepts such as thermodynamics, fluid mechanics, or structural analysis, depending on the specifics mentioned in the job description. Don’t skip any hands-on projects or coursework; these can be excellent talking points!
✨Show Off Your Problem-Solving Skills
Expect technical questions or case studies during your interview—after all, engineering is all about solving problems! Prepare a few examples of how you've tackled engineering challenges in the past, whether at university or in any practical experience. Practising with mock technical interviews can really help you articulate your thought process and solutions.
✨Relate Your Experience to the Role
In a full-time role, employers like MAGMAS want to see that you can adapt and grow within their team. Be ready to discuss how your previous internships, projects, or studies relate directly to the work you'll be doing. Highlight specific experiences that showcase your collaborative skills and how you've successfully worked within a team environment.
✨Know Your Tools and Software
Most engineering roles require familiarity with specific tools and software. Prepare to talk about your proficiency with programmes like AutoCAD, MATLAB, or SolidWorks if they’re relevant to the role. Even better, have examples of projects where you’ve used these tools, as it'll demonstrate your hands-on experience and readiness for the job.
