Job Description

Job Title:

Junior Technical Support Engineer

Location:

Office-based (Farnborough, Hampshire)

Reporting to:

Technical Manager

Employment Type:

Full-time, permanent

Purpose of the Role

This role is perfect for a recent graduate or early-career professional with a strong academic background in engineering or a closely related technical field. As a Junior Technical Support Engineer, you'll provide first-line technical support to customers, contractors and internal teams across Strebel's product range, including heat pumps, gas-fired heating systems and hot water solutions. You'll receive on-the-job training and mentoring, with a focus on developing your product knowledge, troubleshooting skills and confidence in delivering outstanding technical support.

Key Responsibilities

Technical Support

Assist in responding to customer and engineer queries regarding commissioning, operation, servicing and system errors

Support customers over the phone and via email, using your developing technical knowledge to diagnose and resolve issues

Shadow senior engineers and participate in technical training to build confidence and product familiarity

Customer Support & Communication

Handle incoming technical support queries promptly and professionally

Learn to explain complex technical concepts in a clear, customer-friendly way.

Record all support interactions accurately for service tracking and learning

Issue Resolution & Collaboration

Escalate more complex or unresolved queries to senior engineers and collaborate on resolutions

Support the preparation of FAQs and technical bulletins to improve customer experience

Liaise with internal teams (e.g., sales, field engineers) to help ensure joined-up service delivery

Product Familiarity & Continuous Learning

Build knowledge of Strebel's products, components, wiring and hydraulic schematics

Stay up to date with technical manuals, product changes and system updates

Contribute to team knowledge sharing and continuous improvement

Note

This job description outlines the main duties of the role but is not exhaustive. You may be asked to undertake additional responsibilities in line with the job's purpose and your capabilities.

KPIs

1. Response time to support queries

2. First-time resolution rate (alongside senior team)

3. Learning milestones and product knowledge tests

4. Feedback from customers and team members

Qualifications & Experience

Formal qualification (Apprenticeship, HNC/HND or Degree) in HVAC Mechanical Engineering, Mechanical Engineering, Electro-Mechanical or more specialist but relevant subjects

Ideally, a year in industry or internship (e.g., industrial placement) in a technical product role

Some understanding of heating systems, HVAC principles or electrical controls is desirable

Skills & Attributes

Strong problem-solving mindset and a keen willingness to learn

Clear verbal and written communication skills

Organised and able to manage multiple queries at once

Confident using Microsoft Office tools and open to learning CRM/ticketing systems

A positive, can-do attitude with the ability to remain calm under pressure

What We Offer

Structured induction and tailored technical training

Career development pathways into senior engineering or specialist technical roles

A friendly, supportive team and hands-on mentoring

25 days holiday, pension scheme and wellbeing support

Job Types: Full-time, Permanent

Pay: 30,000.00-35,000.00 per year

Benefits:

Company pension Free parking Life insurance On-site parking
Ability to commute/relocate:

Farnborough GU14 7QU: reliably commute or plan to relocate before starting work (required)
Experience:

Mechanical engineering: 1 year (required)
Work authorisation:

United Kingdom (required)
Work Location: In person