Technical Support Engineer

Overview

Provide technical HVAC support, troubleshoot issues, and coordinate engineering services for customers.

Key Responsibilities

• commissioning
• technical support
• incident management
• technical review
• quotation prep
• performance reporting

Tasks

As Technical Support Engineer, you will participate in the Duty Manager Rota and will manage high profile incidents, liaising with all stakeholders, which will include the client and their representatives, internal and external engineering resource and the wider Airedale management team to ensure everyone is sufficiently appraised according to the criticality of the situation. A key member of our technical support team, serving both external customers and internal teams alike. Providing scrutiny to technical issues and work performed as well as enabling right-first-time remedial works quotations to be produced by our sales team. -To undertake and oversee the organisation of commissioning requirements for our smaller projects (typically non-Data Centre projects, but requirements will be assessed on a case by case basis). -Use your technical and operational knowledge to drill into jobs and the engineering planner to work out solutions to labour resource challenges. No customer requirement to be “bumped” without all options being exhausted. -Responsible for the provision of Phone and Email support to existing customers. -Participate in the Out of Hours “Duty Manager” rota to manage call-outs and arrange coordinated engineer attendance. -To comply with departmental processes to ensure the efficient and compliant delivery of all services. -Manage agreed process to identify when free technical support should be provided and when chargeable attendance should be offered. -To be the advocate of the customer, driving delivery to meet and exceed their expectations. -To provide day to day Technical Support provision to our customers and internal colleagues. -To find solutions to challenges, liaising across the business (and externally where appropriate) to “make a plan” when it may at first appear no options exist. -Report on performance as required to track progress against agreed metrics and drive continuous improvement. -To support our Aftermarket Sales team with quotation preparation by defining scope, materials and labour requirements. -Managing client expectations in engineering / service delivery -To deputise for the other team members, whether more senior or junior, to support service delivery -To assist with the recording and monitoring of department Key Performance Indicators. -Contribute to and support the call-out request process, liaising with area coordinators to fulfil responses with minimum operational disruption and in adherence to the contracted customer SLAs. -To provide technical scrutiny to our field engineering delivery to ensure accuracy and consistency of completed work, and continuity to ongoing investigations and persistent technical issues. -Assist with the planning and coordination of commissioning activities, liaising with our area coordinators and the client to ensure all programmes are understood and fulfilled. -To contribute to the process of review and continual improvement to streamline process and enhance service delivery. -To support our global network of business partners via phone and email. -Support the field engineering teams as required, providing information and guidance to resolve issues in the most timely manner and in the best interests of Airedale and our customers. -Identify the need for, raise, and track DMAICs where appropriate. -Manage timekeeping and attendance with colleagues to ensure sufficient cover is always available. -To take responsibility for the delivery of all services provided by your team. -Perform the technical review of all engineer reports on a daily basis, providing sufficient scrutiny to identify “missed” problems and “join up the dots” with previous attendances and other related knowledge. -Scope out remedial works required, including labour, materials, tools, equipment and H&S and Business risks and feed to the Service Sales team for the production of customer quotations. -To support the Spares business unit to ensure customers’ requirements are correctly identified. -Produce RAMS for work to be delivered as required to support the coordination team with their planning and approvals process.

Requirements

• hvac apprenticeship
• hnd degree
• onc qualification
• facilities management
• communication
• customer focus

What You Bring

In order to satisfy the requirement of our customers to have suitable technical engagement and oversight for incidents requiring escalation or special attention, we have recently implemented a Duty Manager Rota. -HVAC apprenticeship with C&G Refrigeration and Air Conditioning Level 2/ Level 3 achieved -HND or Degree qualified in Technical Discipline -You will have a strong interest in engineering and have the ability to get to grips with technical issues, often solving them yourself, or involving the right internal or external specialists, so that solutions can be identified. -Excellent verbal and written communication skills. -You will face challenging situations in terms of availability of resource, whether materials or labour, and will enjoy thinking laterally to drive the best outcomes for the customer. -The role is technical in nature and will suit applicants with formal HVAC training and/or qualifications, along with significant experience gained through the performance of a similar role, or through experienced gained in an HVAC related field engineering environment. -Experience of Facilities Management, HVAC Service or other Critical Engineering sectors. -Experience of liaising with field engineering resource. -Experience of liaising with 3rd party suppliers and sub-contractors. -You will own complex and prolonged investigations and will learn to understand when to revisit a previous diagnosis or conclusion, or dig deeper to uncover something that may not have initially been apparent. -ONC or higher level technical qualification Any other desirable skills and experience required: -To aspire to provide a “best in class” customer experience through every interaction with the Aftermarket client base. -Experience of supporting engineering delivery within an HVAC environment. -As well as strong technical credentials, the role will suit someone with an inherent desire to champion the needs of the customer, always looking to come up with solutions to overcome obstacles. -5 O’ Levels / CGSEs and 2 A-levels or equivalent NVQ

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Benefits

In compensation for participating in the rota you will be paid each month an additional fee, equal to a percentage of your base salary, which will be communicated via your initial offer letter, and revised from time to time to ensure it remains appropriate and sufficient for commitment required.

About Airedale By Modine

-Specializes in energy-efficient, sustainable air conditioning solutions for sectors like commercial, industrial, and transportation. -Recognized for innovations in cooling systems, delivering high-performance solutions tailored to diverse client needs. -Product range includes air conditioning units, chillers, and cooling systems, with a strong focus on efficiency and reliability. -Global presence and solutions for iconic projects, from data centers to large commercial buildings. -Expertise extends across industrial, healthcare, and educational markets. -Committed to reducing energy consumption and environmental impact through innovative designs. -Known for collaborations with leading architects and engineers to integrate bespoke cooling solutions into complex building systems.

Sector Specialisms