Technical Support Engineer

Job description

Compensation Range: €40.000 - € 55.000 Job Title: Technical Support Engineer Location: Ronchi dei Legionari Company: Munters Corporation – DCT / Geoclima About Us: Munters is a global leader in climate solutions for mission-critical processes. We offer innovative, efficient and sustainable solutions for customers in industries where controlling indoor humidity, temperature and energy efficiency is mission critical. Climate control systems often account for a large percentage of energy consumption in many of our customers’ operations. With an optimal climate system, we can help them to more efficiently use energy or water resources and thereby reduce their climate and environmental impact. Sustainability is an important part of Munters’ business strategy and value creation. We pride ourselves on fostering a dynamic and inclusive work environment where employees are valued members of the team and are given meaningful projects to work on. Primary Job Summary: The Technical Support Engineer is responsible for providing technical support to customers, service partners and internal teams, ensuring timely and effective resolution of technical issues related to our products and systems. The role acts as a key technical interface between customers, Service, Project Delivery, Quality, R&D and Operations. It supports troubleshooting, commissioning activities, warranty assessments, technical documentation and continuous improvement initiatives. The position requires strong technical knowledge of chilled water and heat pump systems, refrigeration circuits, controls and service processes, combined with a structured and customer-oriented approach. Duties and Responsibilities: Provide timely and effective Tier 1 and 2 technical support to customers and internal team members via phone, email, or on-site visits. Manage open support cases and case workload to ensure cases are responded to and closed within agreed KPI’s. Troubleshoot and resolve technical issues related to our products and / or systems. Collaborate with internal teams to escalate and resolve complex technical problems and quality issues. Document support activities, including issues encountered, solutions provided, and customer interactions. Provide internal, remote and on-site training to customers and internal staff on the operation and maintenance of our products or systems. Build and maintain strong relationships with customers by delivering exceptional technical support and service. Assist the service operations team in identifying spare parts and spare part data. Assist the service operations team in assessing and processing warranty claims. Support the EMEA project teams in all technical aspects of project delivery. Provide feedback to the quality and technical departments to assist in the continual improvement of quality and functionality throughout the business. Provide feedback to the R&D department to assist in the development of current and future products. Prepare comprehensive commissioning reports as required. Maintain accurate records of customer interactions, technical support cases. Assist in composing and publishing technical training materials. Assist in composing and publishing commissioning documentation such as commissioning scripts, method statements and guides. Assist in composing and publishing product documentation including but not limited to, O&M Manuals, Spare Parts Lists, Commissioning Reports, Commissioning Scripts. Identify spare parts and spare part numbers including alternative parts where original parts are unavailable or obsolete. Organise and maintain technical libraries including but no limited to, technical manuals, technical bulletins and technical information received from third party vendors. Contribute towards implementing and maintaining Tier 0 technical support tools and processes. Provide technical support to all other areas of the business as required. Mentor field service engineers and service partners, contributing towards their personal and skills development. Work safely at all times complying with company safety systems, method statements and risk assessments. Contribute towards safety continual improvement both technically and operationally. Carry out where required service and commissioning work on site. Be available to travel domestically and internationally as required by the business. Communicate sensitive information tactfully. Escalate issues to Tier 3 support where required in a timely manner. You will also be expected to carry out any additional duties that may be assigned to you by the company from time to time. Requirements: The ideal candidate has: • Minimum 5 years of experience in service, maintenance or technical support roles related to chilled water and heat pump systems. • Strong knowledge of refrigeration circuits, components, principles and controls. • Proven ability to troubleshoot technical issues in a logical and structured way. • Good understanding of service processes, commissioning activities and customer support. • Ability to work calmly and professionally under pressure. • Strong customer orientation and focus on customer satisfaction. • Ability to work in a fast-paced, mission-critical service environment. • Ability to learn and understand new technologies and technical information quickly. • Strong attention to safety and safe working practices. Required Qualifications and Skills: • Technical qualification at advanced or diploma level. • Patentino Frigorista – Category 1. • Fluent Italian, both written and spoken. • Fluent English, both written and spoken. • Good knowledge of IT tools and Microsoft Office 365 applications. Benefits: • Competitive Salary • Professional development opportunities • State-of-the-art equipment and tools to support your work Equal Opportunity Employer: Munters is an equal opportunity employer and is committed to diversity in the workplace. We encourage applications from all qualified individuals regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or veteran status. Interested to join? If you are interested in this opportunity, please submit your application as soon as possible. To help us place the right people in the right role, we follow a competence-based, structured interview process where your skills, knowledge and attributes relevant to Munters will be assessed. At Munters, you get the chance to influence and solve meaningful problems for society. We lead with an obsession for climate, with people at the core and sustainability as part of our DNA.