Technical Support Engineer - Heating

About us: We, the Mitsubishi Electric Group, contribute to the realisation of a vibrant and sustainable society through continuous technological innovation and ceaseless creativity. "Changes for the Better" represents the Mitsubishi Electric Group’s attitude to "always strive to achieve something better", as we continue to change and grow. Each one of us shares a strong will and passion to continuously aim for change, reinforcing our commitment to creating "an even better tomorrow".

Role summary: The Technical Helpdesk Engineer delivers post sale, remote technical support across all products in the Mitsubishi Electric LES product portfolio – both current line and historic. To provide market leading post-sale technical support you will need to listen carefully to the information provided, ask effective/open questions to gain a thorough understanding, reference literature and use experience/knowledge to formulate a response and finally effectively communicate the advice/support needed. Acting as the first tier of post-sale support, excellent customer service in conjunction with top quality engineering and problem-solving skills are essential. Support is provided by phone and/or email and in line with defined service level agreements.

Skills/Responsibilities:

• Perform all activities in-line with customer service standards, department standards and company principles.
• Answer enquiries promptly, efficiently and in line with agreed service levels.
• Evaluate information and provide technical solutions that reduce repeated calls and resolve queries first time.
• Produce concise, well written, technical case logs that consistently meet quality standards.
• Track, benchmark and develop your technical ability on new and existing products ensuring the highest level of knowledge is maintained.
• When liaising with all areas of the business engage positively with outcomes focused on customer centricity and a ‘best in industry’ service.

Experience:

• NVQ Level 3 in Plumbing and Heating or equivalent.
• Good understanding of air source heat pumps and low temperature circuits.
• Great depth of knowledge in fault finding on heat pumps and heating systems.
• A working understanding of refrigeration circuits, electric circuitry, direct expansion split systems & direct expansion VRF systems.
• Ability to reference and effectively use technical literature to help remote diagnostics.
• NVQ Level 3 Refrigeration & Air-conditioning or F-gas certification desirable.

In return for your commitment, we will offer you some fantastic benefits:

• Generous annual leave allowance - 25 days per year, plus bank holidays increasing by one day with each year of service until 27 days per year.
• Flexible Working - we offer a range of flexible working options that include working from home or hybrid working.
• Pension.
• Life Assurance.
• Group Income Protection Scheme.
• Private Medical, Dental Insurance and a Cash Plan Scheme - Single cover funded by Mitsubishi.
• Access to Mitsubishi’s very own discount platform.
• Colleague Referral Scheme.
• Holiday Buy.
• Long Service Awards.
• Cycle to Work Scheme.
• Sports & Social Club (Recent events such as theatre trips, Ascot, Paintball, The Darts).
• Employee Assistance Programme including additional services Eldercare & Best Doctors.

Equality and Diversity: As the business environment around Mitsubishi Electric Group is rapidly changing, providing a workplace where employees can work to their full potential regardless of gender or age is essential to business development. Based on this, Mitsubishi Electric promotes employee diversity through the following measures.