Technical Sales Support Manager

IMI; Blackburn; On-site; GBP 35,000 - 40,000; Full time

Job summary

A leading engineering company is seeking a Technical Sales Support Manager to enhance customer support and drive product improvements. The role involves troubleshooting heating systems, managing a support team, and ensuring compliance with safety standards. Join a collaborative environment focused on innovation and customer satisfaction.

Qualifications

• Trained Electrician with understanding of plumbing systems.
• Solid grasp of thermodynamic principles.

Responsibilities

• Diagnosing and troubleshooting issues with heating systems.
• Provide support on installations and maintenance of heating systems.
• Manage the Technical Support Advisor team.

Skills

Troubleshooting Skills

Communication Skills

Customer Relationship Management

Education

NVQ/SVQ in Plumbing, Heating, and Ventilation

Professional certifications from recognized bodies

Job description

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IMI plc

We are a global specialist engineering company that creates breakthrough solutions. We are curious and like to solve problems, partnering with our customers to solve the demands of today and prepare for the challenges of tomorrow. We embrace innovation and care about outcomes that are good for business, everyday life and making a better world – creating lasting impact for everyone.

Overview

IMI plc

We are a global specialist engineering company that creates breakthrough solutions. We are curious and like to solve problems, partnering with our customers to solve the demands of today and prepare for the challenges of tomorrow. We embrace innovation and care about outcomes that are good for business, everyday life and making a better world – creating lasting impact for everyone.

We design, build and service highly engineered products in fluid and motion control applications. We focus on five market sectors: Industrial Automation, Process Automation, Climate Control, Life Science and Fluid Control, and Transport.

Our partnership approach breaks through problems and reduces complexity. We don’t invent in isolation – we collaborate with our customers. We listen closely and we think differently, creating space for diverse minds to innovate. We are working together to make businesses safer, more sustainable and more productive.

Role Overview

Heatmiser’s foundation is built on unrivalled product quality and support. In line with our ambitious growth plans, we are seeking a Technical Sales Manager to support the acceleration of the business.

This role will also allow the business to strengthen a key area that differentiates us as a business - Technical Support. Helping to drive product and feature enhancements, through working closely with internal stakeholders and being able to represent the voice of the customer.

As an employee of Heatmiser you will be responsible for working in line with the IMI values as well as adhering to local HSE and Quality policies to ensure we maintain the highest standards at all times.

Work Environment: This position will be based on-site at our Blackburn UK facility.

Key Responsibilities

Duties will include but not limited to:

Technical Customer Support

• Diagnosing and troubleshooting issues with heating systems with ability to resolve electrical malfunctions for our customers via phone, email and online chat.
• Provide support on installations, inspections, testing, repair, and maintenance of residential heating systems via phone, email and online chat.
• Ensure that the systems operate efficiently and effectively while also meeting the needs of our customers.
• Troubleshoot issues for our customers to prevent system failures.
• Work with engineers, architects, and construction project managers to integrate HVAC systems into building designs.
• Ensuring systems meet safety and building codes and provide technical drawings to support customers.
• Provide post-sale technical customer service to business and our end-consumer customers via phone, email and online chat.
• Providing exceptional customer support, with the ability to deliver an exceptional service to our customers.
• Resolve complex technical issues, creating and implementing strategies to improve support processes, managing customer expectations using excellent problem-solving skills.
• Collaborating with cross-functional teams to help build, maintain and enhance the products, services and knowledge.
• Work closely with approprirate Heatmiser teams to troubleshoot and resolve issues promptly to support the end user.
• Keep up to date with new product features and benefits to support customers and sales teams as necessary.
• Respond to a high volume of complex technical inquiries (e.g. equipment or software installation /activation/troubleshooting, providing technical product specifications and information on compatibility with other products, etc.).
• Recommending alternative products or services (e.g., warranties) as part of customer issue resolution.
• Developing and implementing new products, processes, standards or operational plans that will have an impact on the achievement of functional results.
• Support the Sales team with commercially viable solutions which will result in the growth of the business and Heatmiser achieving its strategic objectives.
• Develop technical training courses for our customers.
• Ability to create technical course content for both novices and experts.
• Coordinate product-related training, including presentations of new features and simulation activities in a demo environment.
  
  

Management

• Management of the Techical Support Advisor team.
• Coach the team to embed a culture of engagement and ongoing learning and high performance.
• Ensure all new hires undergo basic technical training on our products.
• Set and monitor team KPIs.
  
  

Critical Competencies

• Systems Knowledge: Trained Electrician with understanding of plumbing systems, to adapt to Heatmiser controls, to ensure it operates within regulation and to a high standard.
• Thermodynamcis: A solid grasp of thermodymic principles to troubleshoot heating systems.
• Plumbing: Understanding of plumbing systems, to adapt to Heatmiser controls
• Electrical Systems: Knowledge of electrical systems to manage the wiring and controls of heating equipment.
• HVAC Software: Familiarity with HVAC software for system design and diagnostics.
• Troubleshooting Skills: Ability to diagnose and resolve technical issues efficiently.
• Customer Relationship Management: Building and maintaining strong relationships with key clients and stakeholders.
• Communication Skills: Excellent verbal and written communication skills to convey ideas clearly and persuasively.
  
  

Skills And Qualifications

• Certifications: Professional certifications from recognized bodies such as Refrigerating and Air-Conditioning Engineers (ASHRAE) are highly regarded.
• NVQ/SVQ in Plumbing, Heating, and Ventilation
• Certification Body: City & Guilds
  
  

Health & Safety

The physical demands described within the Key Duties & Responsibilities section of this job description are required to perform the essential functions of this position. Reasonable accommodations may be made for individuals with disabilities. Please contact your local HR representative to discuss the specific Work Conditions and Physical Requirements of this role.

Health, Safety, and Environmental Duties – At IMI we are all personally committed to protecting our people, minimizing our impact to the environment, the communities we operate in and our company. All members of our workforce have the duty to ensure the health, safety and welfare of themselves, others, and the environment. Every employee is expected to follow all HSE operating procedures, also to challenge any observed behaviors or unsafe acts.

Code of Ethics

IMI requires the highest standard of ethics in all business dealings, particularly with customers, suppliers, advisors, employees, and the authorities. In accordance with the IMI Way: Our Code of Responsible Business.

Changes To This Job Description

IMI may amend this job description in whole or part at any time.

IMI is an equal opportunity employer. Qualified applicants will be considered without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, or veteran status.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Industrial Machinery Manufacturing

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