Product Technical Support

3 weeks ago

Birmingham, United Kingdom Alternative Heat Full time

**Description**:
Alternative Heat specialises in the design, supply, and installation of a wide range of Off-site Prefabricated solutions for the commercial M&E sectors throughout Ireland, UK and mainland Europe. Through continuous investment within our teams, and our facilities, we have grown strongly over the years and established ourselves as a leader within the offsite pre-fabrication industry throughout Ireland and the UK.

We are seeking a highly skilled and customer-focused Product Technical Support Engineer to join our dynamic team. In this role, you will be responsible for providing technical assistance to customers & internal teams experiencing technical issues on site with the products we install. Your primary focus will be on remotely diagnosing problems, guiding users through solutions, and collaborating with various teams to ensure customer satisfaction.

| **Job Title** | **Product Technical Support**
| **Location** | **Birmingham**
| **Hours** | **Mon - Thursday 8am-5pm and Friday 8am-3pm**
| **Salary** | **Competitive depending on experience**
| **Responsible to** | **Associate Director**

**Key Responsibilities**:

- Respond to internal & external stakeholder inquiries, providing prompt and effective technical assistance.
- Diagnose and troubleshoot product-related issues, ensuring timely resolution.
- Clearly communicate technical solutions to non-technical users.
- Collaborate with cross-functional teams to relay customer feedback and assist in product improvement.
- Create and maintain detailed documentation for common technical issues and solutions.
- Work closely with design and commissioning teams to identify and resolve complex technical issues.
- Prioritize customer satisfaction by delivering high-quality support and exceeding expectations.
- Gather customer feedback to contribute to continuous improvement efforts.

**Skills, Knowledge and Expertise**:

- Technical proficiency in troubleshooting across a broad range of Mechanical & Electrical products, to include Circulating Pumps, Pressurisation Units, Variable Speed Drivers, Chillers, Air Handling Units etc.
- Customer-centric mindset with a commitment to delivering exceptional support.
- Ability to collaborate effectively with cross-functional teams.
- Adaptability to quickly learn and stay updated on new product features and technologies.
- Proven experience in technical support or a related customer-facing role within a relevant industry
- Strong problem-solving skills with a keen attention to detail.
- Excellent communication skills, both written and verbal.
- Familiarity with the company's products and industry standards.

**Desirable Qualifications**:

- NVQ Level 3 in Plumbing or Electrical (or equivalent)

**Additional Requirements**:

- Availability for occasional on-call support or off-hours assistance.
- Willingness to participate in ongoing training and skill development.

**Benefits**:

- Full in-house training and career development opportunities
- Competitive pension scheme
- Health cash plan
- Free annual health check during working hours
- 30 days annual leave increasing in line with length of service.
- Social events organised for all employees throughout the year via our Health and Wellbeing
- committee.
- Secure, free onsite parking
- Free Coffee, Hot Chocolate, Tea, and Fruit provided daily.
- Friendly and supportive working environment in state-of-the-art facilities.

**About Alternative Heat**:
With over 17 years of experience within the Commercial Offsite Fabrication industry, Alternative Heat have established themselves as a market leader in this sector.

Located centrally between Dublin and Belfast our 8.5 acre Head Office and feabrication facilities, which are fully equipped with overhead cranes and 8,000m² of workshop floor area, provide an ideal factory construction environment which is reflected in the high quality solutions we offer.

We employ a strong team of design engineers, CAD technicians, contracts managers and skilled trades personnel who utilise their vast industry experience to assist in the design, fabrication and delivery of our bespoke MEP solutions, which we supply throughout the UK and Ireland.

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