Job Description

Job Title: HVAC & Hot Water Systems Technical Support Engineer

Reporting to:

Technical Manager

Location:

Office-based - Farnborough, Hampshire

Employment Type:

Full-time, permanent

Purpose

To provide technical support for Strebel's range of heat pumps, gas fired heating and DHW appliances, with an extensive knowledge of system hydraulics.

This office-based role involves responding to technical queries from customers, engineers and consultants, diagnosing system issues and supporting commissioning and servicing. You'll need excellent communication skills, strong electrical and systems understanding, along with a calm, methodical approach to solving problems.

Key Responsibilities

Technical Support

Provide expert support for our complete range of products, answering queries related to commissioning, error codes, operational logic, and servicing. Talk engineers, customers, and consultants through troubleshooting steps with clarity and patience, ensuring solutions are technically sound and practically delivered. Maintain in-depth knowledge of how systems should operate under various conditions and use this to resolve issues quickly and professionally.

Customer Query Handling - Phone and Email

Handle a high volume of daily technical queries (10-20 per day) via phone and email, prioritising urgent issues and ensuring no queries are left unresolved. Use your technical understanding to diagnose problems based on customer descriptions and offer practical, timely advice. Capture query details accurately to support record keeping, warranty tracking and future service planning.

Technical Communication & Issue Resolution

Translate technical information into clear, user-friendly language suitable for customers and site engineers. Liaise with internal teams and suppliers to escalate and resolve complex or recurring issues. Follow up on unresolved queries to ensure the customer receives a complete and satisfactory resolution, maintaining a positive experience throughout.

Product & Documentation Expertise

Build and maintain strong knowledge of Strebel's appliances, spare parts and technical documentation. Keep up to date with relevant product legislation and installation codes. Provide feedback to the product and sales teams regarding recurring technical queries or improvements.

Customer & Team Collaboration

Work with the sales and engineering teams to support customer visits and ensure a joined-up approach to technical problem-solving. Contribute to internal training efforts by sharing insights and helping develop team knowledge around all products.

Key Performance Indicators (KPIs)

Query Response Time:

maintain high responsiveness and resolution rate across 10-20 daily support contacts.

Customer Satisfaction:

provide helpful, clear and professional technical support that drives positive feedback.

First-Time Resolution:

aim to resolve technical issues without repeat follow-ups wherever possible.

Technical Accuracy:

maintain and apply up-to-date knowledge of all Strebel's products.

Skills & Experience

Experience in a technical support role either heating, hydraulics or refrigerant or a combination as a minimum - ideally HVAC & DHW hot water systems. Strong understanding of system hydraulics, system logic and basic electrical principles (experience in a commercial setting, rather than purely residential is ideal but not essential). Excellent verbal and written communication skills - able to translate technical language into clear guidance. Familiarity with legislation and installation standards related to heating and DHW hot water systems is desirable. Formal electrical or engineering qualification preferred (e.g., NVQ, HNC or equivalent). Proficiency in Microsoft Word, Outlook and general IT systems.

Behavioural Attributes

Detail-Oriented:

accurate when handling technical documentation, parts and instructions.

Problem Solver:

takes ownership of challenges and works methodically to find solutions.

Team Player:

collaborates well across departments to ensure consistent customer experience.

Great Communicator:

comfortable delivering clear and supportive advice to a range of stakeholders.

Calm Under Pressure:

able to manage a high volume of queries with composure and professionalism.

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.

Job Types: Full-time, Permanent

Pay: 45,000.00-50,000.00 per year

Benefits:

Company pension Free parking Life insurance On-site parking
Schedule:

Monday to Friday
Ability to commute/relocate:

Farnborough, GU14 7QU: reliably commute or plan to relocate before starting work (required)
Application question(s):

Do you have HVAC, hydraulic, refrigerant or heating knowledge and working experience?
Work authorisation:

United Kingdom (required)
Work Location: In person

Application deadline: 25/07/2025
Reference ID: STR003