Title: Technical and Development Manager
Reports to: Head of Service, UK and EMEA
Position: Permanent - Fulltime - onsite
Imagine working at the forefront of innovation in fluid-flow technology, with over 1,400 colleagues across the globe, and contributing to a legacy of excellence that spans eight manufacturing facilities on four continents. Armstrong Fluid Technology is more than just a leader in our industry; we are a community of the brightest and most creative minds, driven by a shared mission to engineer the future and safeguard our planet.
As part of our team, you'll be immersed in an environment that fosters growth, creativity, and collaboration. Here, you'll have the opportunity to push boundaries, tackle exciting challenges, and develop cutting-edge solutions that promote energy efficiency and reduce environmental impact. Every day offers the chance to make a meaningful contribution to a more sustainable future, driving innovations that help lower global carbon footprints. Together, we’re creating a legacy that goes beyond business—one that’s changing the world for the better.
The Technical and Development Manager is responsible for leading the onboarding, development, and performance of Armstrong Service Partners and the Technical Support function, driving improvements in customer service, first-time fix rates, operational efficiency, and revenue growth. The role focuses on enhancing customer experience, developing technical team capabilities, supporting field engineers and customers, managing complex technical issues through to resolution and overseeing UK warranty processes to reduce costs and ensure alignment with global systems and standards.
Key Accountabilities
1. Armstrong Service Partner (ASP) Management
- Lead the identification, assessment, onboarding, and ongoing development of Armstrong Service Partners across the UK.
- Negotiate commercial agreements relating to ASP labour provision, stock profiles and service delivery expectations.
- Work closely with the sales team to maximise project, retrofit and revenue opportunities through ASP relationships.
- Monitor ASP performance against agreed KPIs through regular review meetings, identifying improvement opportunities and implementing corrective actions where required.
- Develop and optimise processes that enhance the delivery of practical and technical support to Service Partners through the UK Technical Support function.
- Drive capability development across ASPs through structured training matrices and delivery of Armstrong’s global training curriculum.
- Manage the procurement, development, and maintenance of training facilities and practical training kits in collaboration with global teams.
- Create processes and deployment matrices to support efficient utilisation of Service Partners, reducing repeat visits and improving service margins.
2. Technical Support & Warranty Management
- Lead the alignment of UK Technical Support processes with global standards, including transition into the LN10.7 ticketing system.
- Utilise KPIs and operational data to identify process inefficiencies, internal bottlenecks, and opportunities to improve customer responsiveness.
- Develop Armstrong Technical Support Engineers through structured development plans, training matrices, and global technical training programmes.
- Mentor and develop office-based technical support capabilities, particularly in Building Management Systems (BMS), to strengthen long-term customer support solutions.
- Provide technical assistance to customers via telephone, remote support, and on-site visits where required.
- Enhance team capability to resolve issues remotely through improved technical questioning techniques and broader HVAC system understanding.
- Improve technical documentation and support materials for engineers and customers to aid fault diagnosis and issue resolution.
- Conduct annual performance and development reviews, setting objectives and monitoring progress against agreed goals.
- Oversee UK warranty processes, ensuring effective cost control, customer satisfaction, and alignment with global systems and procedures.
3. Armstrong Employed Engineers – Training, Development & Support
- Support the UK Service Manager in the recruitment, onboarding and technical assessment of Armstrong employed engineers.
- Contribute to engineer development plans through competency assessments and identification of training needs.
- Lead the implementation of individual training matrices and facilitate delivery of Armstrong’s global technical curriculum.
- Strengthen BMS capability within the engineering team through external training providers and collaboration with global technical teams.
- Implement and lead toolbox talks and technical knowledge-sharing sessions to support continuous learning and collaboration.
4. Technical & Commercial Management
- Provide on-site technical leadership and customer support through to issue resolution while balancing commercial considerations.
- Minimise warranty costs and manage technically sensitive situations to achieve positive customer and business outcomes.
- Collaborate with sales teams and customers to develop commissioning strategies for major projects, ensuring delivery within programme and budget constraints.
- Work alongside the Service Manager to prioritise engineering resources for critical and commercially sensitive activities.
- Act as the primary escalation point for significant technical and service delivery issues, leading resolution activities through site visits, meetings, and stakeholder engagement.
- Manage internal escalations to the UK Senior Leadership Team, ensuring clear communication of risks, impacts, and business considerations.
- Lead cross-functional collaboration to resolve technical and operational issues effectively and efficiently.
To thrive in this role, you should bring
Education & Experience
- Degree, HNC/HND, or equivalent qualification in Mechanical Engineering, Building Services, HVAC, or a related discipline.
- Proven experience in a technical leadership, service management or development-focused role within HVAC, pumps, building services, or related industries.
- Strong background in technical support, fault diagnosis, commissioning, and service operations.
- Experience managing third-party service providers, subcontractors, or partner networks.
- Demonstrated experience developing technical teams through coaching, mentoring, and structured training programmes.
- Experience managing customer escalations and commercially sensitive technical issues.
- Understanding of warranty management processes and service-related cost control.
- Experience using CRM, ERP, or technical ticketing systems such as LN10.7 or equivalent.
Soft Skills
- Strong leadership and people development capabilities.
- Excellent communication and stakeholder management skills.
- Ability to build collaborative relationships internally and externally.
- Strong customer focus with a proactive and solution-oriented mindset.
- Commercial awareness and ability to balance technical and business priorities.
- Effective problem-solving and decision-making skills under pressure.
- Strong organisational skills with the ability to manage multiple priorities.
- Ability to influence and drive continuous improvement initiatives.
- High level of accountability, professionalism, and attention to detail.
Technical Skills
- Strong technical knowledge of HVAC systems, pumps, hydronic systems, and associated controls.
- Understanding of Building Management Systems (BMS) and system integration principles.
- Experience with commissioning, troubleshooting, and fault-finding methodologies.
- Knowledge of technical support processes and service delivery optimisation.
- Ability to analyse KPIs and operational performance data to drive improvements.
- Familiarity with warranty processes, root cause analysis, and corrective actions.
- Experience developing technical training materials and delivering technical training.
- Proficiency with Microsoft Office applications and technical/service management systems.
Why Armstrong Fluid Technology?
By joining us, you’ll become part of a global community dedicated to pushing the boundaries of fluid-flow technology while upholding Armstrong's commitment to sustainability. You’ll have endless opportunities to learn, grow, and make a significant impact on the world. Together, we'll build tomorrow’s solutions today.
