Job Description

- Customer & Technical Support Lead

Location:

The Glow Group, TGG, Leafbridge HQ, Lincoln (office-based with occasional field work)

Reports to:

Managing Director (Jack McGovern)

Salary:

34,000 - 38,000 per annum (depending on experience)

Benefits:

Company van, pension, 28 days holiday including bank holidays. 1 additional day per year of service up to 5 years.

Purpose of the Role

Remote diagnostics are a key part of this role. The Customer & Technical Support Lead acts as the link between our office team, our field engineers, and our customers. The role is designed to remove operational bottlenecks, ensure compliance, and improve the overall customer experience.

This position is ideal for an experienced engineer (Gas Safe or Oil qualified) who wants to move away from full-time tools-based work while continuing to use their technical knowledge to support both the team and our customers.

Key Responsibilities

Carry out remote diagnostics to support the office team and engineers in resolving technical issues quickly. Phone calls with customers are an essential part of this. Provide first-level technical response to recent installations to mitigate low-level complaints and resolve customer issues before they escalate. Provide remote diagnostics on

heat pumps fitted with Homely smart thermostats

, avoiding unnecessary engineer visits where issues relate to user error or external factors such as power cuts. Act as the main technical support point for the office and customer service team, ensuring queries are answered accurately. Liaise between office staff and field engineers to make sure communication is clear and jobs run smoothly. Carry out desktop post-audit completion checks. Ensure compliance by checking that engineers provide correct evidence (e.g. photos, commissioning sheets, service records) in line with company procedures. Log and note trends relating to engineer compliance during post-completion checks, and provide regular feedback Assist with remote site surveys and quotes on small works (maintenance and repair). Identify operational bottlenecks and recommend improvements to increase efficiency and customer satisfaction. Provide technical advice to help the office team resolve customer issues effectively. Work closely with the field team to maintain technical quality and consistency.
Skills and Experience Required

Essential

Strong background of working on natural gas and oil boilers and heating systems. Previous experience as a field engineer or in a technical support role. Good IT skills with Microsoft Excel, Word, Outlook, and ability to use other software confidently. Strong communication skills, able to explain technical matters clearly to non-technical colleagues and customers. Organised with good attention to detail, especially around compliance and record-keeping. Proactive problem solver with the ability to spot and resolve process inefficiencies. Full UK driving licence.

Desirable

Knowledge of renewable heating systems. Experience with compliance or quality control processes. Familiarity with MCS, OFTEC, or Gas Safe standards.
Personal Attributes

Strong team player, able to build relationships across office and field teams. Clear and confident communicator with customers and colleagues. Flexible and adaptable to changing business needs. Professional, approachable, and customer-focused. Motivated to improve systems, reduce bottlenecks, and support overall business efficiency.
Summary

This is a varied and rewarding role for a technically skilled professional who wants to step away from full-time field work while still using their expertise every day. The Customer & Technical Support Lead plays a vital role in carrying out remote diagnostics, ensuring smooth operations, compliance, and excellent customer service by linking our office team, engineers, and customers.

A key part of the role is to monitor compliance through post-completion checks, identify trends in engineer performance, and provide regular feedback to the Managing Director to help drive continuous improvement. This role is primarily office-based with occasional field support as required.

Job Types: Full-time, Permanent

Pay: 34,000.00-38,000.00 per year

Benefits:

Company pension On-site parking
Experience:

Plumbing: 10 years (required)
Licence/Certification:

CCN1 Domestic Gas Safety (required)
Location:

Lincolnshire LN6 9WG (required)
Work Location: In person