Who we are
TK Elevator’s service and maintenance operations are supported by our International Technical Services network (ITS): a global network of research centres and product experts dedicated to providing high-level technical support for our competitors’ elevators and escalators.
Join International Technical Services (ITS) in Manchester and help us shape how AI and digital technology support elevator and escalator engineers across Europe and Africa.
My Technical Agent (MyTA) is our developing AI-enabled technical support capability, designed to make technical knowledge easier to access and help field engineers find the information they need when solving problems on equipment.
We are looking for an experienced elevator or escalator engineer who understands what good technical support looks like in the real world — and wants to use that experience to help develop the next generation of digital technical support.
Based within ITS Manchester, you will work alongside field engineers, technical specialists, digital teams and international stakeholders to evaluate MyTA, challenge its technical outputs, identify gaps in knowledge and help ensure the information provided to engineers is accurate, relevant, accessible and actionable.
This is not a traditional field engineering role. Your technical experience becomes the foundation for something different: helping us translate years of engineering knowledge, fault-finding experience and technical documentation into an increasingly intelligent support capability that can be used across our international field organisation.
What we expect
As an ITS My Technical Agent Analyst, your day-to-day responsibilities will include:
- Monitor and evaluate MyTA performance and the quality of its technical responses.
- Review AI-generated technical information for accuracy, relevance, clarity & practical usefulness.
- Use your elevator and/or escalator engineering experience to challenge outputs that don't make technical sense or could lead an engineer in the wrong direction.
- Analyse user feedback, enquiries and support data to identify recurring issues, knowledge gaps and opportunities for improvement.
- Work with technical specialists to improve the quality & structure of information available to MyTA
- Identify patterns in field enquiries that may indicate wider technical, documentation, training or product-support requirements.
- Help translate complex engineering knowledge into clear information that can be effectively consumed through digital support channels.
- Develop reporting and visualisation tools that help us understand how MyTA is being used and where it creates value.
- Work with international ITS and field organisations to understand different technical-support requirements across Europe and Africa.
- Support the development and validation of new AI-enabled technical-support use cases.
- Contribute to digitalisation, analytics and innovation projects across ITS.
- Help establish appropriate quality and governance principles as our use of AI-enabled technical support continues to develop.
Ultimately, your role is not simply to tell us whether MyTA is working. It is to help us understand how to make it better..
Who we are looking for
We are not looking for an engineer who already knows everything about artificial intelligence.
We are looking for an engineer who knows their craft, asks good questions and is interested in discovering how technology can make technical expertise available to many more people.
What we offer
- Competitive salary and performance-related bonus opportunity.
- 34 days' holiday including bank holidays.
- Company pension scheme.
- Health Cash Plan, allowing claims towards eligible healthcare costs including dental, optical and physiotherapy.
- Life Assurance Scheme.
- Employee Assistance Programme.
- Access to health and wellbeing services.
- Employee benefits and recognition schemes.
- Ongoing technical and professional development.
- Opportunities to work alongside technical, engineering, digital and data specialists across Europe and Africa.
- Exposure to emerging AI, analytics and connected-equipment technologies.
- Career development within an international organisation.
- The opportunity to play a meaningful role in shaping how AI-enabled technical support develops within ITS.
Additional information
About TK Elevator and ITS
TK Elevator supports urban mobility around the world through elevators, escalators and other passenger-movement technologies.
Within TK Elevator, International Technical Services brings together specialist technical expertise to support our field organisations and customers across Europe and Africa.
ITS Manchester is developing new ways of combining engineering expertise, connected equipment, data and digital technology to improve how technical support is delivered.
MyTA forms part of that journey.
Our ambition is not to replace engineering expertise with technology. It is to make good technical knowledge easier to access, easier to share and more useful at the moment an engineer needs it.
Ready for Something Different?
If you've spent years developing technical knowledge and have ever thought:
“There must be a better way of getting this information to engineers…”
this could be your opportunity to help build it.
Join ITS Manchester and help us shape the future of AI-enabled technical support.
Job Reference: UK_IRL_TKE00139
