Technical Support Engineer

Spirax-Sarco Ltd.; Falmouth; Hybrid; GBP 38,000 - 52,000; Full time

Benefits offered by this job

Competitive salary

Flexible working arrangements

Generous holiday allowance

Volunteer leave (3 days)

Group Inclusion Plan

Job summary

Watson-Marlow Fluid Technology Solutions, part of Spirax Group, is seeking a Technical Support Engineer to join our UK hybrid team. You will deliver expert technical support for Watson-Marlow products to a global customer base, collaborating with Sales, Distributors and Service colleagues.

You will diagnose faults, assist with repairs, prepare quotations, and contribute to documentation and training to improve product performance and customer satisfaction worldwide.

Qualifications

• A resilient and adaptable approach in a fast-paced environment.
• Strong communication and interpersonal skills with stakeholders.
• Proactive, self-motivated and solution-focused mindset.
• Solid engineering background with HNC in Engineering or equivalent knowledge.
• Good analytical and problem-solving skills.
• Strong IT skills including Excel, Word, PowerPoint.
• Ability to work independently and manage priorities with high accuracy.

Responsibilities

• Provide expert technical support to sales teams, distributors and customers, ensuring timely resolutions.
• Diagnose product faults and advise on effective solutions.
• Assist with repair processes from enquiry to completion, including quotations and logistics.
• Create, maintain and distribute technical documentation and parts kits.
• Collaborate with Engineering, Product Management and Production to drive improvements.
• Deliver technical training and knowledge sharing to colleagues and partners.

Skills

Resilient/adaptable

Communication

Problem-solving

Engineering background

Attention to detail

IT skills

Independent worker

Education

HNC in Engineering (electronics)

Tools

Microsoft Excel

Microsoft Word

PowerPoint

Job description

Job Title: Technical Support Engineer
Location: WMFTS WM - UK - Bickland Water Road
Location Type: Hybrid
Website: https://www.wmfts.com/en/
Group: https://www.spiraxgroup.com/

Watson-Marlow Fluid Technology Solutions is part of SpiraxGroup, a FTSE100 and FTSE4Good multi-national industrial engineering Groupwith expertise in the control and management of steam, electric thermalsolutions, peristaltic pumping and associated fluid technologies. When you join us, you will be integrated into a cooperative and encouragingteam, participate in challenging yet critical work, and experience ongoinggrowth opportunities to help you achieve your full potential. Visit ourwebsite to learn more.

Job Summary

We are seeking a talented and motivated Technical Support Engineer to join our dynamicteam.

Key Responsibilities

Role Summary

Are you a technically minded problem-solver who enjoys helping customers get the very best from innovative products? As a Technical Support Engineer, you'll play a vital role in delivering exceptional technical support for Watson-Marlow products across a global customer base.

Working closely with our sales teams, distributors, Approved Service Centre's, customers, and internal departments, you'll be a trusted technical expert, providing guidance on product performance, maintenance, fault diagnosis, repairs, spare parts, and applications. You'll help ensure customers receive timely, accurate and commercially sound support while contributing to continuous improvement initiatives that enhance our products, processes and overall customer experience.

This is a varied and rewarding role that combines technical expertise, customer interaction and cross-functional collaboration. You'll have opportunities to work with colleagues across engineering, product management, production and service teams, while also supporting customers and partners around the world, which can include delivering or attending training or attending site visits in the UK or worldwide.

What you’ll be doing

Providing expert and commercially aware technical support, problem solving and guidance to sales teams, distributors, Approved Service Centres, internal stakeholders and customers, ensuring enquiries are resolved accurately, within agreed service levels, and appropriately recorded.

Diagnosing product faults and performance issues, identifying effective solutions and communicating recommendations and outcomes to customers and stakeholders.

Assist with the customer repair process from initial enquiry through to completion, including preparing quotations, coordinating repair authorisations, product returns and logistics to ensure a professional customer experience.

Creating, maintaining and distributing technical and support documentation and parts kits for internal and external audiences.

Collaborating with Engineering, Product Management, Production and Service teams to investigate technical issues, resolve root causes and drive continuous product and process improvements.

Delivering technical training, guidance and knowledge-sharing to colleagues, distributors and Approved Service Centre personnel.

Supporting the continuous improvement of departmental processes, systems and performance standards while providing flexible cover across the AfterSales function as required.

Who you’ll be working with

• Internally you will be working with a wide variety of colleagues, including Sales teams, Engineering teams, Product Management, Production and Service teams

• Externally you will be working with a wide variety of contacts, including distributors, suppliers and sometimes directly with our customers.

Skills/Experience

This is whatyou’ll need to be successful in this role

A resilientand adaptable approach, with the ability to perform effectively in a fast-pacedand demanding environment.

Strongcommunication and interpersonal skills, with the confidence to engage,influence and collaborate with a wide range of internal and externalstakeholders while maintaining commercial awareness.

Aproactive, self-motivated and solution-focused mindset, with a commitment tocontinuous improvement and delivering positive outcomes.

A solidengineering background, ideally supported by an HNC in Engineering with a focuson electronics, electronic control systems or a related discipline, orequivalent practical knowledge and experience.

Goodanalytical and problem-solving skills, with the ability to assess technicalissues and identify effective solutions.

Strong ITskills, including proficiency in Microsoft Excel, Word and PowerPoint.

The abilityto work independently, manage priorities effectively and maintain high levelsof accuracy and attention to detail.

Desirable…

Experienceworking with industrial control systems, including Ethernet/IP, Profibus orsimilar communication protocols and networks.

Experiencewith PLC-controlled industrial systems and associated control technologies.

At Watson-Marlow, we believe in takingcare of our colleagues. We offer a generous benefits package,including:

• A competitive salary
• Flexible working arrangements
• A generous holiday allowance
• Three days’ paid volunteering leave
• Additional support and benefits through our Everyone is Included GroupInclusion Plan

Everyone is Included at Spirax Group

We are passionate about creating inclusive andequitable working cultures where everyone can be themselves and achieve theirfull potential. For us, that means supportive teams and strong relationshipswhere everyone’s contribution is valued - across social and culturalbackgrounds, ethnicities, ages, genders, gender identities, abilities,neurodiversity, sexual orientation, religious beliefs, and everything elsethat makes us human and unique.

We want everyone to be able to make their difference here, so we willalways consider requests for flexible working.

We know that everyone needs some extra help from time to time too, so wehave introduced a range of additional benefits through our Group InclusionCommitments. These include

• Gender-neutral parental leave
• 15 days of extra paid caregiver leave
• Paid time off and support for anyone experiencing pregnancy loss ordomestic abuse
• Menopause-friendly workplace principles and more

Learn more at spiraxgroup.com/inclusion.

We are also a Disability Confident Committed Employer. Ifyou would like to apply using this scheme, please select this option in ourapplication form.

We are an equal opportunity employer committed to fostering an inclusiveand diverse workplace. We encourage candidates from all backgrounds toapply.

If you require accommodations during the application process, please let usknow.

Company Overview

At Watson-Marlow Fluid Technology Solutions, part of Spirax Group, we aredriven by innovation and is dedicated to creating an inclusive workplacewhere everyone is empowered to make a difference. As a world leader inmanufacturing peristaltic pumps and associated fluid path technologies forthe life sciences and process industries, we offer a wide range of products,including tubing, specialised filling systems and products for single-useapplications.

Our shared Purpose is to create sustainable value for all our stakeholdersas we engineer a more efficient, safer and sustainable world. Ourtechnologies play an essential role in critical industrial processes andindustrial equipment across industries as diverse as Food & Beverage,Pharmaceutical & Biotechnology, Power Generation, Semiconductors andHealthcare. With customers in 116 countries, we provide the solutions thatsit behind the production of many items used in daily life, from baked beansto mobile phones!

Our inclusive culture and Values, unites us, guides our decisions andinspires us everywhere that we operate. We support our colleagues to maketheir difference for each other as well as customers, communities, suppliers,our planet and shareholders by creating a truly equitable working environmentwhere everyone feels included.