Technical Support Engineer

This is a unique an opportunity to join this group of super people and share in our success. We merged in January 2025 and are the market leader in each of the sectors we serve, via our Commercial, Domestic, Residential and Service divisions. And we want to grow. With growth comes more opportunity to invest in products, infrastructure and most importantly in you. Let s begin by setting out our ambition. We want to extend our position as market leader across our sectors and build a great place for everyone to work. We ll achieve this by continuing to be entrepreneurial, that s the mindset which got our brands to where they are today, customer-focused, competitive and best-in-class operationally.

JOB TITLE: Technical Support Engineer

EMPLOYING ENTITY: Dutypoint Ltd

EMPLOYMENT BASIS: Permanent

LOCATION: Office/Field Based

REPORTS TO: Technical Support Manager

PURPOSE OF ROLE:

The Technical Support Engineer role is a very fulfilling role focusing on supporting any department across the company primarily the Sales, Service and production departments - on technical matters as they arise, including site visits and trouble-shooting customer issues over the phone.

This is a fast-paced reactive role driven by serving the many and varied needs of our valued customers according to their requested timescales, but always with a strong focus on attention to detail.

Other tasks could include supporting new product development, hands-on technical support in our factory as required, electrical design work (including process and instrumentation drawings), continuous improvement projects, conducting factory acceptance/quality checks in our manufacturing facility to ensure designs comply with relevant specifications/standards and is in line with the client s brief.

RESPONSIBILITIES:

• Supporting the internal and external sales teams with technical solutions within budget constraints etc. via ticketing system.
• Supporting the onsite service team with technical queries such as specifying new units to replace existing failed units.
• Site visits as required to investigate issues or provide advice on a technical problem
• Running mini continuous improvement projects from start to finish.
• Supporting our in-house manufacturing team with technical problems arising in production and liaising with other stakeholders in the business to resolve the issue to the satisfaction of all parties, most importantly the customer!
• Supporting our purchasing team with technical product queries.
• Supplier and cross-departmental liaison
• Supporting with the creation of O&M manuals, datasheets and installation guides as necessary.
• Briefing CAD technicians on drafting technical solutions and supporting them with other general technical queries.
• Technical opinions/reports in customer disputes

KNOWLEDGE:

• Pumping and hydraulics
• Variable speed drives and other pump controllers
• HVAC and other mechanical and electrical building services
• Cold and hot water systems
• Foul and surface water systems
• Domestic and commercial plumbing
• Monitoring and controls

SKILLS:

• Practical hands-on experience advantageous
• Good at managing multiple/conflicting priorities and managing internal or external customer expectations
• Commercially savvy
• Good at working under pressure and to deadlines.
• Creative/lateral thinker
• Having a keen eye for compliance and best practice
• Good communication, people and team work skills
• Willing to learn new software and processes, and attend training where required.
• Experience with AutoCAD schematic drawings advantageous (P&ID s)