Job Summary
We are looking for a heating industry experienced Technical Helpdesk Engineer to join our dynamic support team. The ideal candidate will have experience in the heating and plumbing industry, enabling them to deliver exceptional technical support and customer service to our users. If you enjoy solving problems, working with a knowledgeable team, and making a real impact, we’d love to hear from you.
The Role
The Technical Helpdesk Engineer provides high-quality pre-diagnosis and post-sales support to internal and external customers across the UK and Ireland. The role combines technical problem-solving, warranty management, and communication excellence to ensure our customers receive timely and accurate assistance.
You will operate as part of the Technical Helpdesk, handling inbound calls and emails, providing remote technical support for our domestic boilers and hot water products, and supporting field engineers, service partners, and installers.
This role is office based in Guildford, (GU2) however it also opens the opportunity to work from home - depending on a location.
Key Responsibilities
- Operate the Technical and Service Helpdesk, delivering high-quality technical support to customers, engineers, and internal teams.
- Handle all inbound enquiries (phone and email) efficiently and professionally.
- Provide pre-diagnosis and troubleshooting guidance for products both in and out of warranty.
- Handle customer complaints and warranty enquiries effectively, ensuring resolutions align with company policy and warranty terms.
- Support prtomotional and technical activities by ensuring system data is up to date and accurate.
- Collaborate with colleagues and management to continuously improve service quality and customer satisfaction.
What We’re Looking For
- Proven experience in technical support for heating products.
- Strong fault-finding and diagnostic skills, boiler or heating industry experience.
- Current ACS Core & Boiler certification (CCN1, CENWAT) - desirable.
- Oil qualifications - advantageous.
- Excellent communication and problem-solving skills.
- Proficiency in IT systems and CRM tools.
- A collaborative and customer-focused attitude.
- Advantageous in experience of Air source heat pumps.
Benefits
- Salary Range £32,000 - £40,000 (depending on experience)
- Company pension (post-probation).
- 22 days’ holiday + bank holidays + 1 Navi Day, rising after 2 years.
- Navien Choice Points
- Private health insurance (after 2 years).
- Performance bonus.
- Opportunities for development and progression within a growing global manufacturer.
- For the right candidate from outside of our region we may consider flexibility of working from home
Job Types: Full-time, Permanent
Pay: £32,000.00-£40,000.00 per year
Benefits:
- Bereavement leave
- Employee discount
- Sick pay
Application question(s):
- Do you have right to work in the UK?
- Do you currently need or will you in the future need a visa sponsorship?
- How many years heating engineering experience do you have?
- What is your current salary?
Work Location: In person
