Job Description

Job Summary

We are looking for a skilled

Technical Helpdesk Engineer

to join our dynamic support team. The ideal candidate will have experience in the

heating and plumbing industry

, enabling them to deliver exceptional technical support and customer service to our users. If you enjoy solving problems, working with a knowledgeable team, and making a real impact, we'd love to hear from you.

The Role

The

Technical Helpdesk Engineer

provides high-quality pre-diagnosis and post-sales support to internal and external customers across the UK and Ireland. The role combines technical problem-solving, warranty management, and communication excellence to ensure our customers receive timely and accurate assistance.

You will operate as part of the Technical Helpdesk, handling inbound calls and emails, providing remote technical support for our domestic boilers and hot water products, and supporting field engineers, service partners, and installers. Occasional travel for training sessions or installer events may be required.

Key Responsibilities

Operate the Technical and Service Helpdesk, delivering high-quality technical support to customers, engineers, and internal teams. Handle all inbound enquiries (phone and email) efficiently and professionally. Provide accurate pre-diagnosis and troubleshooting guidance for products both in and out of warranty. Manage and process warranty claims and job dispatching for engineers and service partners using internal systems. Register products for warranty, issue documentation to customers, and maintain data in line with the company's net-zero waste policy. Handle customer complaints and warranty enquiries effectively, ensuring resolutions align with company policy and warranty terms. Support promotional and technical activities by ensuring system data is up to date and accurate. Monitor and meet department KPIs and service standards. Attend additional training as required to support business growth and evolving product ranges. Collaborate with colleagues and management to continuously improve service quality and customer satisfaction. Participate in the Saturday technical support rota

What We're Looking For

Proven experience in technical support for heating or similar mechanical/electrical products. Strong fault-finding and diagnostic skills, ideally with 5+ years of boiler or heating industry experience. Current ACS Core & Boiler certification (CCN1, CENWAT) - desirable. Oil qualifications - advantageous. Excellent communication and problem-solving skills. Proficiency in IT systems and CRM tools. A collaborative and customer-focused attitude. Desirable: Air source heat pump or F-Gas Cat 1 certification.

Benefits

Competitive salary + paid overtime for Saturday rota. Company pension (post-probation). 22 days' holiday + bank holidays + 1 Navi Day, rising after 2 years. Private health insurance (after 2 years). Performance bonus. Opportunities for development and progression within a growing global manufacturer.
Job Types: Full-time, Permanent

Pay: From 30,000.00 per year

Benefits:

Bereavement leave Casual dress Employee discount Free parking On-site parking Shuttle service provided Sick pay
Application question(s):

How many years engineering experience do you have? Do you have any customer service experience? Do you have boilers installation or service experience? Do you have heat pump installation or service experience?
Experience:

heating industry: 1 year (required)
Language:

fluent English (required)
Work Location: In person