Technical Operations Specialist – Support & Training **THIS IS NOT AN I.Location: London Head Office, Park Royal or Warmup Luton office / hybrid working by agreement Salary: £35,000–£45,000 per annum, depending on experience, plus discretionary bonus aligned to the TechOps structure Warmup is a global leader in smart, energy-efficient heating, designing and supplying trusted underfloor heating systems, controls and connected heating solutions for homes, installers, distributors and commercial projects around the world. We have supplied underfloor heating systems to more than 2.5 million homes worldwide and continue to grow through practical innovation, product quality and excellent technical support. ProTech supports global Client Services, Sales, Marketing, Technical Writing and product teams by solving escalated technical issues, improving installer guidance, creating training, and building the knowledge systems that help colleagues and customers get the right answer faster. As Technical Operations Specialist – Support & Training, you will provide specialist 2nd-line technical support, own and improve product training, and create clear, accurate technical content for Warmup’s global teams and installer audiences. You will resolve escalated issues wherever possible, capture root causes and recurring patterns, and turn that learning into stronger guidance, better knowledge-base content and more effective training. Provide 2nd-line technical support for escalations from global Client Services, diagnosing issues using logs, photos, videos, installation details and bench testing where required. Resolve common and complex issues wherever possible, escalating only novel or higher-risk cases with clear handover packs for the Technical Director. Create, deliver and continually improve product training for internal teams and external installers, including session planning, practical exercises, facilitator notes, feedback loops and follow-up improvements. Author and maintain user-facing technical collateral including Operation and Maintenance guides, Quick Start guides, Help Sheets and manual updates. Build and curate internal Q&A content and customer-facing Knowledge Centre material, tagging content for AI-assisted self-service and using support patterns to reduce repeat queries. Create and support digital learning assets such as video tutorials, e-learning modules, storyboards, scripts and interactive guidance in collaboration with Marketing. Perform demonstration installs, validate instructions from an installer’s perspective and contribute to selective practical or field validation work. Publish technical communications such as training updates, SharePoint posts and short blogs on underfloor heating, controls and regulatory themes. Experience providing technical support, product guidance or troubleshooting in a structured service environment. Confidence delivering product or technical training to colleagues, installers or customers. Logical troubleshooting skills and the ability to gather and interpret evidence from photos, videos, logs, wiring details and installation information. Experience creating guides, FAQs, help sheets, training decks, knowledge-base entries or similar technical content. Proficiency with Microsoft 365; experience with Adobe Creative Suite, e-learning tools or CAD is desirable. Knowledge of underfloor heating, heating controls, electrical products, construction products or building services is desirable. Salary of £35,000–£45,000 per annum, depending on experience. ~ Discretionary bonus aligned to the TechOps structure. ~ Employer pension contributions in line with government requirements. ~ Private healthcare after successful completion of probation, subject to scheme rules. ~ Life assurance ~ 24 days’ annual leave in the first calendar year, pro-rated as applicable. ~ Cycle to work scheme. ~ If you are interested in either role, please send your CV and a short covering note explaining which position you are applying for and why the ProTech support and training work appeals to you. Whilst the role is advertised as hybrid, the first four weeks will require attendance in the office four days per week.
Operations Technical Specialist in London employer: Warmup Plc
Warmup is an exceptional employer, offering a dynamic work environment in London that fosters collaboration and innovation within the ProTech team. Employees benefit from a supportive culture that prioritises professional growth through hands-on training and the opportunity to contribute to global learning resources, alongside competitive salaries and comprehensive benefits including private healthcare and a cycle to work scheme.
