Technical Customer Experience Manager

Bluetownonline Ltd; City Of London; Hybrid; Confidential; Full time

Job summary

A low-carbon technology company is seeking a Technical Customer Experience Manager to oversee technical interactions with customers. The role involves resolving escalated issues, supporting partners, and ensuring installation quality. Ideal candidates will have HVAC qualifications, a strong technical background, and excellent communication skills. This position offers a mix of field-based and remote working arrangements.

Qualifications

• Ideal candidates should have a strong technical background in heating or HVAC systems.
• Experience supporting field teams in troubleshooting is essential.
• Candidates must possess excellent communication and relationship management skills.

Responsibilities

• Resolve escalated technical issues and provide support.
• Vet, onboard, and train partners.
• Lead installation audits and maintain quality standards.
• Conduct root cause analysis and feed improvements.

Skills

Strong technical background

Experience in troubleshooting complex systems

Excellent communication skills

Proactive, solution-oriented mindset

Education

Current up to date electrical qualification

Current up to date relevant H&S / CDM qualification

Current up to date plumbing qualification

Current up to date HVAC qualification

Job description

Overview

Job Title: Technical Customer Experience Manager

Salary: £65,000 per annum

Job Type: Full Time, Permanent

Location: UK (Including a mix of field-based, office, and remote working)

About us

At Sunamp we are on a mission to transform the way we generate, store and use heat in our homes and businesses, to help us all make a significant impact on climate change. To do this, we develop and manufacture heat batteries which use phase change materials to provide heat and hot water.

The Role

The Technical Customer Experience Manager is responsible for ensuring that customers and partners receive an exceptional technical experience throughout the lifecycle of the company's products, from installation and commissioning to long-term operation and service. Combining deep technical expertise with strong communication and relationship management skills, the role acts as a key bridge between field performance, partner capability, and internal product development.

The role will provide advanced technical support, oversee installer and service partner standards, assure installation quality, and lead root cause analysis of field issues. They will maintain a structured knowledge base, deliver training, and ensure that feedback from the field directly informs product improvements and service processes. By fostering trusted relationships with partners, proactively addressing technical challenges, and embedding a culture of quality, the Technical Customer Experience Manager will help maximise customer satisfaction, minimise product downtime, and strengthen brand reputation

Key Responsibilities

• Resolve escalated technical issues and provide remote/onsite support
• Vet, onboard, and train installer and service partners
• Lead installation audits and maintain quality standards
• Conduct root cause analysis and feed improvements into product and process development
• Maintain knowledge bases, technical documentation, and training materials
• Build strong relationships with partners to proactively solve technical challenges

What we're looking for

• Strong technical background, ideally in heating, HVAC, or related systems
• Experience in troubleshooting complex systems and supporting field teams
• Excellent communication and relationship management skills
• Proactive, solution-oriented mindset with attention to detail

Qualifications

• Current up to date electrical qualification
• Current up to date relevant H&S / CDM qualification
• Current up to date plumbing qualification
• Current up to date HVAC qualification
• A full clean driving license

Why Sunamp?

Join a fast-growing, innovative business committed to low-carbon technology and quality excellence. Make a tangible impact on product performance, partner success, and customer satisfaction while developing your career in a supportive, collaborative environment.

Please click on the APPLY button to send your CV for this role.

Candidates with the relevant experience in the fields of: HVAC Engineer, Field Services Engineer, Installation Engineer, Maintenance, Services Engineer, Refrigeration and Airconditioning Engineer should apply for this role.