United Kingdom

Droitwich Spa

June 08, 2022

The Senior Technical Support Engineer has overall responsibility for all operational aspects of Field Service and have responsibility for bridging all technical communications between the field and office to help facilitate speedy and effective resolution of service and warranty work assigned to the HVAC area of Armstrong UK.

This position is field based and will require travel around the UK.

In addition to annual initiatives, the key accountabilities of this position are:

Customer Service and Support

  • Maintain and develop standards to deliver high levels of customer service and satisfaction.
  • Assist customers and end-users with on-site problem solving and offer technically & commercially viable, value-added solutions.
  • Analyze and report on customer feedback for continuous improvement and enhanced customer satisfaction.

Technical Support 

  • Provide a high level of technical support and interface between internal and external stakeholders, together with a clear path of communication to our customer base.
  • Measurement and reporting of periodic (weekly, monthly, annualized) statistics, in line with Service operational Key Performance Indicators, (KPI’s).
  • Meet overall Service Department targets and strategic objectives.
  • Report and coordinate technical and quality related issues, with the Quality Assurance Manager.
  • Perform detailed review and analysis of product failures in the field, in order to identify and evaluate any underlying trends and communicate with Technical Services Group and Quality Assurance departments respectively, as required.
  • Assist in the collation and reporting of Warranty statistics.
  • Assist Quality Assurance Team and Engineering as required, to ensure root-cause closure and promote prevention of long-term repeat failures.
  • Assist in Commissioning and Start-up of complex jobs, as and when required.
  • Make recommendations to senior management with a view to assisting in continuous improvement and business development.

process Adherence and Improvement

  • Oversee and implement key process initiatives for improved delivery of Field Service.
  • Compile and review site Commissioning, Repair, Routine Maintenance Schedules, and Warranty Reports, Risk Assessments & Method Statements, relating to the company’s range of products, systems and solutions.
  • Maintain and develop standard operating procedures and Work Instructions, relating to all operational Field Service aspects of the company’s range of products, systems and solutions.
  • Maintain and develop relationships with both existing and new prospective third-party Service providers and develop their respective capabilities accordingly.
  • Training of external Service providers, with respect to our range of products, systems and service solutions.
  • Facilitate training of operational Service personnel, together with control and maintenance of their resultant Individual Development Plans, (IDP’s) and cross-training plans.

Role Requirements

  • Relevant Engineering and/ or Building Services related qualification
  • 5 years’ experience working in a manufacturing and/ or service-related environment
  • HVAC product and HVAC system knowledge
  • Sound commercial judgement
  • Strong interpersonal and organizational skills
  • IT literate (Microsoft Excel) and Enterprise Resourcing Planning system knowledge/experience a distinct advantage
  • Creative problem-solving skills, conflict management within different organizations (centralized and matrix organizational structures)
  • Ability to break down complex problems in a simplified way, conduct root cause analysis and provide clear, well thought-out recommendations.
  • Strong, team-oriented leadership skills with presence and a bias for action.
  • Self-directed with ability to work autonomously and collaboratively and a focus on results.
  • Ability to communicate in an open and authentic manner in all situations

If this sounds like you, we want to hear from you today!

To apply for this exciting opportunity please send your application using the button below. We thank all candidates that apply but regret to inform that only short listed candidates will be contacted for an interview.

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