Technical Support Engineer

Job description

At Modine, we are Engineering a Cleaner, Healthier World™. Building on more than 100 years of excellence in thermal management, we provide trusted systems and solutions that improve air quality and conserve natural resources. Our Airedale by Modine brand is a world leader in the design and manufacture of innovative thermal management solutions for data centers, clean rooms, hospitals, universities, and other mission-critical environments. Never heard of Airedale by Modine? In short, we cool the internet. Ever used an app to book a taxi? Ever had a video meeting? Ever bought something online? Chances are, the digital 1s and 0s you’ve created and sent are being kept cool by Airedale by Modine. We’re one of the key cogs in the global machine that keeps your digital world running smoothly. Trusted as The Critical Cooling Specialists, Airedale by Modine has decades of experience providing efficient, flexible end-to-end cooling solutions that work smarter, not harder, to deliver more cooling for less power. With manufacturing facilities in Canada, Spain, the UK, and the U.S., we’re scaling up across the world to support an ever-growing demand for our solutions. That’s where you come in…. Position Description To provide day to day Technical Support provision to our customers and internal colleagues To support the Spares business unit to ensure customers’ requirements are correctly identified To support our global network of business partners via phone and email To undertake and oversee the organisation of commissioning requirements for our Commercial HVAC projects 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. To support our Aftermarket Sales team with quotation preparation by defining scope, materials and labour requirements 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. Key Responsibilities As client requirements and department workload dictates, the role will involve the performance of other duties to support key business initiatives. However, listed below are the core focus items and responsibilities of the role:- Responsible for the provision of Phone and Email support to existing customers Manage agreed process to identify when free technical support should be provided and when chargeable attendance should be offered 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. 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 Produce RAMS for work to be delivered as required to support the coordination team with their planning and approvals process Identify the need for, raise, and track DMAICs where appropriate Conribute 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 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. 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.Manage timekeeping and attendanc with colleagues to ensure sufficient cover is always available. Report on performance as required to track progress against agreed metrics and drive continuous improvement To take responsibility for the delivery of all services provided by your team To be the advocate of the customer, driving delivery to meet and exceed their expectations 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 To comply with departmental processes to ensure the efficient and compliant delivery of all services. To assist with the recording and monitoring of department Key Performance Indicators. To contribute to the process of review and continual improvement to streamline process and enhance service delivery. To aspire to provide a “best in class” customer experience through every interaction with the Aftermarket client base. To deputise for the other team members, whether more senior or junior, to support service delivery Required Education & Qualifications Experience of supporting engineering delivery within an HVAC environment Excellent verbal and written communication skills Experience of Facilities Management, HVAC Service or other Critical Engineering sectors Experience of liaising with 3rd party suppliers and sub-contractors Experience of liaising with field engineering resource Managing client expectations in engineering / service delivery Essential qualifications relevant to the role 5 O’ Levels / CGSEs and 2 A-levels or equivalent NVQ, ONC or higher level technical qualification Any other desirable skills and experience required: HVAC apprenticeship with C&G Refrigeration and Air Conditioning Level 2/ Level 3 achieved HND or Degree qualified in Technical Discipline Professional accreditation in customer service