Technical Support Engineer

Facultatieve Technologies; Leeds; On-site; GBP 32,000 - 54,000; Full time

Benefits offered by this job

Pension scheme

Life assurance

Health wellbeing scheme

Dental & health plan

On-site parking

Birthday day off

Job summary

Facultatieve Technologies, based in Leeds, is seeking a Technical Support Engineer to diagnose faults, assist field engineers and provide remote support to ensure safe, reliable operation of cremation and incineration equipment.

You will work with PLC-controlled systems, Mitsubishi PLCs, SCADA and ISO 9001 procedures, while contributing to knowledge base and continuous improvement initiatives.

Qualifications

• Electrical engineering qualification to a minimum of NVQ Level 3 Advanced Apprenticeship (or equivalent).
• Proven experience working within a technical, electrical, or industrial manufacturing environment.
• Experience supporting PLC-controlled equipment and industrial control systems.
• Full, clean UK driving licence.
• Mechanical engineering knowledge or experience.
• Experience working within the cremation, incineration, or thermal processing industry.
• Experience with gas and/or oil-fired burner systems.
• Familiarity with Mitsubishi PLCs (Q Series, FX Series) and GX Developer/GX Works software.
• Working knowledge of SCADA systems.
• Understanding of ISO 9001 Quality Management Systems and associated procedures.

Responsibilities

• Take ownership of customer issues from initial report through to resolution, ensuring timely updates and effective communication throughout.
• Research, diagnose, troubleshoot, and identify effective solutions to resolve technical and system issues.
• Follow established procedures to elevate unresolved or complex issues to the appropriate internal teams.
• Accurately log, update, and maintain records of customer and employee queries using JITBIT and NetSuite.
• Work closely with field engineers to provide technical support and assist with the investigation and resolution of on-site issues.
• Ask targeted questions to quickly identify the root cause of customer issues.
• Provide remote technical support via telephone, email, or other communication channels, guiding customers through diagnostic and fault-finding procedures where appropriate.
• Prioritise and manage multiple technical support cases simultaneously, ensuring customer expectations and business priorities are met.
• Develop and maintain technical documentation, including procedures, manuals, technical notes, and knowledge base articles.
• Configure, program and test PCs for contract and spares department requirements, ensuring correct system setup and adherence to delivery schedules and deadlines.
• Work collaboratively with management and colleagues to identify, implement, and drive continuous improvement initiatives that enhance product reliability, customer satisfaction, and operational efficiency.
• Build and maintain effective working relationships with customers, engineers, suppliers, subcontractors, and internal departments.
• Liaise with suppliers and third parties during the investigation and resolution of technical issues.
• Ensure all work is carried out in accordance with company policies, safety procedures, quality standards, and relevant legislation.
• Support the continuous improvement of product reliability by identifying recurring issues and contributing to root cause analysis and corrective actions.
• Provide technical feedback to Engineering and Product Development teams to support product improvements, reliability and future design enhancements.

Skills

PLC experience

Electrical engineering

Mechanical knowledge

SCADA familiarity

ISO 9001 awareness

Driving licence

Education

NVQ Level 3 Advanced Apprenticeship or equivalent

Tools

GX Developer

GX Works

Job description

Facultatieve Technologies is a global leader in cremation and incineration systems, delivering environmentally responsible and technically advanced solutions to customers worldwide.

Guided by our mission - Leading with Integrity, Innovating with Purpose, Prioritising Sustainability - we design, manufacture and service high-performance systems trusted in over 20 countries. With more than 140 years of engineering heritage and a strong commitment to safety, quality and continuous improvement, we are proud to set the standard in our industry.

About the role

We are seeking a Technical Support Engineer to join our team at Moor Road, Leeds. The role centres on providing technical support to customers and field engineers in the operation, diagnosis, fault-finding, and repair of the equipment supplied by the company. The role is responsible for ensuring the safe, reliable, and efficient operation of our equipment while delivering a high standard of customer service and technical support.

What You’ll Be Doing

• Take ownership of customer issues from initial report through to resolution, ensuring timely updates and effective communication throughout.
• Research, diagnose, troubleshoot, and identify effective solutions to resolve technical and system issues.
• Follow established procedures to elevate unresolved or complex issues to the appropriate internal teams.
• Accurately log, update, and maintain records of customer and employee queries using JITBIT and NetSuite.
• Work closely with field engineers to provide technical support and assist with the investigation and resolution of on-site issues.
• Ask targeted questions to quickly identify the root cause of customer issues.
• Provide remote technical support via telephone, email, or other communication channels, guiding customers through diagnostic and fault-finding procedures where appropriate.
• Prioritise and manage multiple technical support cases simultaneously, ensuring customer expectations and business priorities are met.
• Develop and maintain technical documentation, including procedures, manuals, technical notes, and knowledge base articles.
• Configure, program and test PCs for contract and spares department requirements, ensuring correct system setup and adherence to delivery schedules and deadlines.
• Work collaboratively with management and colleagues to identify, implement, and drive continuous improvement initiatives that enhance product reliability, customer satisfaction, and operational efficiency.
• Build and maintain effective working relationships with customers, engineers, suppliers, subcontractors, and internal departments.
• Liaise with suppliers and third parties during the investigation and resolution of technical issues.
• Ensure all work is carried out in accordance with company policies, safety procedures, quality standards, and relevant legislation.
• Support the continuous improvement of product reliability by identifying recurring issues and contributing to root cause analysis and corrective actions.
• Provide technical feedback to Engineering and Product Development teams to support product improvements, reliability and future design enhancements.

What We’re Looking For

• Electrical Engineering qualification to a minimum of NVQ Level 3 Advanced Apprenticeship (or equivalent).
• Proven experience working within a technical, electrical, or industrial manufacturing environment.
• Experience supporting PLC-controlled equipment and industrial control systems.
• Full, clean UK driving licence.
• Mechanical engineering knowledge or experience.
• Experience working within the cremation, incineration, or thermal processing industry.
• Experience with gas and/or oil-fired burner systems.
• Familiarity with Mitsubishi PLCs (Q Series, FX Series) and GX Developer/GX Works software.
• Working knowledge of SCADA systems.
• Understanding of ISO 9001 Quality Management Systems and associated procedures.

Working Pattern & Travel

Full time, 37.5 hours per week (Shift work).

Monday-Friday- 06:00-14:30, 08:30-17:00, 14:00-22:30

Saturday- 08:00-17:00 (when on rota)

What We Offer

• 24 days’ annual leave, increasing with length of service, plus bank holidays
• Festive December shutdown
• An additional paid day off for your birthday
• Competitive pension scheme with company contributions matched up to 5%
• Company sick pay
• Life assurance at 6x your annual salary
• Health Shield wellbeing support and health care cash plan.
• Employee Assistance Programme (EAP) offering confidential advice and support
• Bi-annual access to an independent pensions advisor
• Electric vehicle salary sacrifice scheme
• Cycle to Work scheme
• Free on-site parking
• Dress Down Fridays
• The opportunity to work for a business with a strong commitment to sustainability and environmentally responsible practices

Inclusion & Diversity

• Facultatieve Technologies is committed to building a diverse and inclusive workplace where everyone feels respected, supported and able to thrive. We welcome applications from people of all backgrounds and believe that diverse perspectives strengthen our teams and support our continued success.