Technical Helpdesk Engineer

Navien Ltd; Guildford; On-site; GBP 35,000 - 40,000; Full time

Benefits offered by this job

Saturday overtime

Holiday allowance

Pension scheme

Performance bonus

Training & development

Job summary

Navien Ltd in the United Kingdom is seeking a Technical Helpdesk specialist to provide high‑quality support for domestic boilers and hot water products across the UK and Ireland. The role combines remote fault diagnosis with on‑site activities from our Guildford base.

You will handle warranty enquiries, support field engineers and service partners, and assist with installer training sessions and technical events as part of a growing global manufacturer.

Qualifications

• Proven experience in a technical support or service role within the heating industry.
• Strong fault‑finding and diagnostic skills, ideally with 5+ years’ experience working on boilers or heating products.
• Knowledge of air source heat pump (ASHP) technology.
• Strong communication and customer service skills.
• Good IT skills and experience using CRM or service management systems.
• A proactive, team‑focused approach with excellent problem‑solving ability.
• Desirable: Air Source Heat Pump or F‑Gas Category 1 certification.

Responsibilities

• Provide technical support via telephone and email to customers, installers, service engineers and internal teams.
• Diagnose and troubleshoot faults remotely on domestic boilers and hot water products.
• Process warranty claims and coordinate engineer and service partner dispatch using internal systems.
• Register products for warranty and maintain accurate customer and product records.
• Respond to customer complaints and warranty enquiries professionally and in line with company procedures.
• Support field engineers, service partners and sales colleagues with technical advice.
• Maintain accurate system data and contribute to departmental KPIs.
• Attend product training and technical development sessions.
• Support installer events and training when required.

Skills

Fault-finding

Diagnostic skills

Customer service

CRM experience

IT literacy

Team collaboration

ASHP knowledge

Tools

CRM software

Job description

Provide high-quality technical support for Navien’s domestic boilers and hot water products across the UK and Ireland. Working as part of our Technical Helpdesk team, you’ll deliver expert pre- and post-sales support to customers, installers, service engineers and merchants, helping to resolve technical issues quickly and efficiently.

You’ll provide remote fault diagnosis, manage warranty enquiries, support field engineers and service partners, and occasionally assist with installer training sessions and technical events.

DETAILS:

Job Type: Full Time, On-Site.
Department : Customer Service
Salary range: £35,000–£40,000 (depending on experience) + £150 per Saturday rota
Experience: Entry
Education:
Job Location: Guildford Business Park Road , Building 2 , Guildford , England , GU2 8XG , United Kingdom

Job Expectations:

• Proven experience in a technical support or service role within the heating industry.


• Strong fault‑finding and diagnostic skills, ideally with 5+ years’ experience working on boilers or heating products.


• Knowledge of air source heat pump (ASHP) technology.


• Strong communication and customer service skills.


• Good IT skills and experience using CRM or service management systems.


• A proactive, team‑focused approach with excellent problem‑solving ability.


• Desirable: Air Source Heat Pump or F‑Gas Category 1 certification.

What we offer :

• Competitive salary plus paid Saturday overtime.


• 22 days’ holiday, rising after 2 years (+ bank holidays + 1 Navi Day).


• Company pension (post‑probation).


• Performance bonus.


• Ongoing training and development within a growing global manufacturer.

Key Responsibilities:

• Provide : technical support via telephone and email to customers, installers, service engineers and internal teams.


• Diagnose : and troubleshoot faults remotely on domestic boilers and hot water products.


• Process : warranty claims and coordinate engineer and service partner dispatch using internal systems.


• Register : products for warranty and maintain accurate customer and product records.


• Respond : to customer complaints and warranty enquiries professionally and in line with company procedures.


• Support : field engineers, service partners and sales colleagues with technical advice.


• Maintain : accurate system data and contribute to departmental KPIs.


• Attend : product training and technical development sessions.


• Support : installer events and training when required.