HVAC Tech Support Engineer – Climate Solutions

Samsung Electronics UK; Manchester; Hybrid; GBP 30,000 - 40,000; Full time

Benefits offered by this job

Hybrid working (3 days in office, 2 at

Bonus scheme

Pension

Volunteer days

Birthday day off

Product discounts

Discount shopping portal

Sick pay policy

Partner support days

Job summary

Samsung Electronics UK is seeking a proactive technical support specialist for Climate Solutions UK. The role covers first-line support across CS Hotline inquiries, partner engineers, and field visits, with training events and collaboration with Samsung.

You will monitor cases, escalate as needed, and help improve service quality. You will join a team that values tenacity, flexibility, and strong communication in a hybrid working environment, with occasional visits to Samsung locations for

Qualifications

• Ability to liaise with customers in an empathic and technically effective manner.
• Excellent communication skills with the ability to provide advice to non-technically aware customers (either internally or externally)
• Excellent telephone manner.
• Ability to work well within a team as well as on own.
• Ability to work with Samsung sales department to resolve issues with partners.
• Strong technical engineer background with proven experience in the Air Conditioning and Heat Pumps industry
• Full UK driving license with fewer than 6 points
• Tenacious approach to problem solving
• Attention to detail
• Ability to multi task and effectively prioritise
• Field Air Conditioning and Heat Pump support experience.

Responsibilities

• To provide telephone / email / virtual technical support to enquiries originating from our CS Hotline
• To provide technical assistance to Climate Solutions UK B2B & B2C partner engineers (OA partners)
• Partner Portal case monitoring and escalation / resolution - where the issue cannot be resolved; ensure high quality and detail information is provided in the process.
• Technical site support visits / site inspection visit
• Pass on HVAC technical knowledge to other member of the team and network both informally and via planned training events in conjunction with Samsung
• Provide ad hoc reports to Samsung in order to help improve the overall service.
• Attend occasional meetings in Samsung (various locations but mostly Chertsey) for meetings and training.
• Attend dealer review meetings in order to understand VOC and help develop the technical support service
• Working in conjunction with line manager and Samsung to review important metrics and key statistics to further develop the support process
• Work with Samsung CS service team in compilation of (and support through)
• Responses to customer facing FAQs
• Service Bulletins & Tech Tips
• Test questions/answers to build test bank for training courses, Call Centre colleague development and support ECC question bank

Skills

Empathy

Communication

Telephone manner

Teamwork

Customer liaison

Problem solving

Multitasking

Attention to detail

Driving license

AC/HVAC knowledge

Job description

Samsung Electronics UK is seeking a proactive technical support specialist for Climate Solutions UK. The role covers first-line support across CS Hotline inquiries, partner engineers, and field visits, with training events and collaboration with Samsung.

You will monitor cases, escalate as needed, and help improve service quality. You will join a team that values tenacity, flexibility, and strong communication in a hybrid working environment, with occasional visits to Samsung locations for