Technical Helpdesk Engineer

Whale Tankers; Metropolitan Borough of Solihull; On-site; GBP 40,000 - 46,000; Full time

Job summary

A leading company in liquid waste vacuum tankers is seeking a Technical Helpdesk Engineer for their Solihull site. The role involves providing technical support to engineers and customers, creating estimates, and ensuring effective communication. Join a supportive team with opportunities for advancement and a range of benefits.

Benefits

£500 annual holiday bonus

Company performance-based bonus scheme

Private medical insurance (BUPA)

Competitive pension scheme

25 days holiday plus statutory days

Employee discounts

Cycle to work scheme

Full training, equipment, and PPE provided

Qualifications

• Provide professional and accurate support to engineers and customers.
• Create detailed estimates and quotations.
• Deliver hands-on technical training.

Responsibilities

• Support customers with basic diagnostics.
• Assist internal departments with estimates and quotations.
• Log and resolve support calls promptly.

Skills

Technical Support

Customer Service

Communication

Job description

Solihull, Birmingham

From £40,000 Dependent On Experience

Technical Helpdesk Engineer for our Solihull Site

We are an employee-focused business committed to developing people to ensure we have the best as part of our expanding team.

Are you ready to work for one of the largest manufacturers of liquid waste vacuum tankers and jetting equipment in Europe?

Then join our Whale Family!

We are looking for someone capable of supporting customers with basic diagnostics and providing information as needed. The role involves providing timely and accurate technical assistance to field and workshop-based employees, using both remote and hands-on methods.

You will assist internal departments with creating estimates and quotations for product repairs or maintenance. The position is within the Service department.

Knowledge and Skills Required

• Technical Support
• Be the first point of contact for technical support inquiries via phone or in person
• Provide professional and accurate support to engineers and customers
• Ensure all support calls are logged and resolved promptly
• Maintain accurate files and notes related to product and support calls
• Identify common failure modes and collaborate with relevant departments to improve products
• Support the Service Office team on technical matters as needed
• Review tank test and job sheet reports to provide support on technical content

Administrative Responsibilities

• Create detailed estimates and quotations
• Support parts procurement for repairs and estimate job completion times
• Provide feedback on engineer development needs to the line manager
• Deliver hands-on technical training to support theoretical learning
• Ensure software is installed and functioning correctly on engineer laptops
• Utilize internal systems effectively and accurately
• Support warranty meetings with evidence of in-life failures
• Report detailed findings and trends on failures
• Assist the Service Office team during busy periods

This role may include additional duties as deemed reasonable and appropriate.

Working Hours and Conditions

39.5 hours per week, between 7am - 5pm on a 3-week rota (early, middle, late shifts). Some weekend work on a rota basis, specific dates and times to be confirmed upon appointment.

Benefits

• £500 annual holiday bonus for taking 5 days off in one block
• Company performance-based bonus scheme
• Private medical insurance (BUPA)
• Competitive pension scheme
• Secure employment with opportunities for advancement
• Annual pay reviews
• 25 days holiday plus statutory days, 5 days more than legal minimum
• £500 referral scheme
• Death in service benefit
• Employee assistance program for mental, physical, and financial wellbeing
• Employee discounts on restaurants, holidays, retail vouchers, and more
• Cycle to work scheme
• Full training, equipment, and PPE provided
• Long service awards
• Company share purchase scheme
• Free parking

Full job description attached below.