Mission for this role is to provide advanced technical expertise to support customer applications, service teams, and field engineers for Thermal Management Solutions (TMS). This role acts as a critical interface between customers, field service, engineering, and service training, ensuring robust application solutions, effective troubleshooting, and continuous improvement through best known methods (BKMs), SOPs, and characterization data
Key Responsibilities:
Customer & Application Support
- Assist site teams and customers with TMS APP use when there are issues
- Monitor shared support email account to assist customers in a timely manner
- Support customers with new parts introductions and complex application solutions, ensuring optimal TMS performance.
- Guide customers and internal teams on best-known methods (BKMs) for TMS solutions and applications.
- Perform customer site inspections to assess product performance, gather feedback, support on-the-job training, and identify opportunities for new product or solution development.
- Provide guidance on customer-centric software configurations tailored to specific application and process requirements.
Installation & Field Support
- Provide initial installation support and technical guidance
- Act as a level 4 technical escalation point for complicated troubleshooting scenarios requiring advanced expertise
- Support customers as required during critical or non-standard service events
Technical Expertise & Troubleshooting
- Serve as a technical specialist for complex TMS issues
- Support characterization testing activities by assisting with data collection at customer sites and validating system performance
- Work with other technical support engineers (hardware and software) to assist internal and external customers with their needs
Documentation & Knowledge Development
- Write and maintain Standard Operating Procedures (SOPs) for service, installation, and application support.
- Author technical reports
- Ensure documentation is clear, accurate, and suitable for both internal and customer-facing use.
- Help with TMS APP content generation
Training & Knowledge Transfer
- Provide technical input and information feeds to the service training program.
- Support added training needs for service teams, including content development, technical reviews, and occasional delivery of advanced training sessions.
- Act as a subject matter expert (SME) to continuously raise technical capability across the service organization.
We encourage you to apply even if you don't meet every single requirement. We value diverse experiences and perspectives and are excited to see what you bring to the role.
Do you have:
- Degree in a science/engineering field or equivalent experience in a relevant discipline
- Relevant Previous experience (3+ yrs ) in technical support, service engineering, or application engineering roles.
- Proven ability to troubleshoot complex, multi-disciplinary systems in customer environments
- Understand electrical schematics, mechanical drawings, and comfortable with the use of software as a tool
- Experience with multimeters, data recorders, and signal generators
- Working in semiconductor fabs is a plus
- Strong understanding of thermal management systems, heating systems, fluid control, sensors, or related industrial equipment is an advantage
- Good organizational and communication skills and problem solving with customers
- Familiarity with software configurations, control systems, and system diagnostics is desirable
- Basic technical writing skills (SOPs, BKMs, and customer reports)
- Ability to work effectively with cross-functional teams
- Comfortable working at customer sites and communicating with both technical and non-technical stakeholders
- Fluent spoken and written English is essential
- Ability to speak another language is a plus
- Microsoft operating system and following office suite of products: Excel, Power Point, Word, Outlook
- Ability to estimate work effort and provide estimates
- Excellent team player that is able to communicate and navigate diverse teams required
- Culture of trust and accountability
- Lifelong learning and career growth
- Innovation powered by people
- Comprehensive compensation and benefits
- Health and well-being
This role requires you to work on-site at our Product Company in Clevedon, UK. You will be part of a dynamic team and enjoy the benefits of face-to-face collaboration.
Talent Acquisition Team: Tracey Brailey
