At a Glance
- Tasks: Deliver top-notch technical support for boilers and hot water products across the UK and Ireland.
- Company: Join a leading manufacturer in the heating industry with a focus on customer service.
- Benefits: Enjoy a competitive salary, paid overtime, generous holiday, and ongoing training opportunities.
- Other info: Dynamic team environment with opportunities for growth and development.
- Why this job: Make a real difference by helping customers and engineers solve technical issues efficiently.
- Qualifications: Experience in technical support, strong diagnostic skills, and excellent communication abilities required.
The predicted salary is between 35000 - 40000 £ per year.
Provide high-quality technical support for Navien’s domestic boilers and hot water products across the UK and Ireland. Working as part of our Technical Helpdesk team, you’ll deliver expert pre- and post-sales support to customers, installers, service engineers and merchants, helping to resolve technical issues quickly and efficiently.
You’ll provide remote fault diagnosis, manage warranty enquiries, support field engineers and service partners, and occasionally assist with installer training sessions and technical events.
Job Type: Full Time, On-Site.
Department: Customer Service
Salary range: £35,000–£40,000 (depending on experience) + £150 per Saturday rota
Experience: Entry
Job Location: Guildford Business Park Road, Building 2, Guildford, England, GU2 8XG, United Kingdom
Job Expectations:
- Proven experience in a technical support or service role within the heating industry.
- Strong fault‑finding and diagnostic skills, ideally with 5+ years’ experience working on boilers or heating products.
- Knowledge of air source heat pump (ASHP) technology.
- Strong communication and customer service skills.
- Good IT skills and experience using CRM or service management systems.
- A proactive, team‑focused approach with excellent problem‑solving ability.
Desirable: Air Source Heat Pump or F‑Gas Category 1 certification.
What we offer:
- Competitive salary plus paid Saturday overtime.
- 22 days’ holiday, rising after 2 years (+ bank holidays + 1 Navi Day).
- Company pension (post‑probation).
- Performance bonus.
- Ongoing training and development within a growing global manufacturer.
Key Responsibilities:
- Provide technical support via telephone and email to customers, installers, service engineers and internal teams.
- Diagnose and troubleshoot faults remotely on domestic boilers and hot water products.
- Process warranty claims and coordinate engineer and service partner dispatch using internal systems.
- Register products for warranty and maintain accurate customer and product records.
- Respond to customer complaints and warranty enquiries professionally and in line with company procedures.
- Support field engineers, service partners and sales colleagues with technical advice.
- Maintain accurate system data and contribute to departmental KPIs.
- Attend product training and technical development sessions.
- Support installer events and training when required.
Technical Helpdesk Engineer in Guildford employer: Navien Ltd
Navien Ltd is an exceptional employer, offering a dynamic work environment in Guildford where innovation meets support. Employees benefit from comprehensive training opportunities, a collaborative culture that values teamwork, and the chance to contribute to a leading global manufacturer in the heating industry. With a focus on employee growth and development, Navien ensures that every team member can thrive while making a meaningful impact in the field of domestic boilers and hot water products.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Helpdesk Engineer in Guildford
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Navien Ltd. 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 Navien Ltd 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 Helpdesk Engineer in Guildford
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 Navien Ltd:Your cover letter is your chance to shine! Tell us why you want to work at Navien Ltd 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 Navien Ltd!
How to prepare for a job interview at Navien Ltd
✨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.
