Technical Support Engineer

Dutypoint; Stroud; On-site; GBP 30,000 - 40,000; Full time

Job summary

Dutypoint is seeking a Technical Support Engineer to enhance their technical capabilities across various departments. This role involves troubleshooting, supporting product development, and ensuring customer satisfaction through effective technical solutions and project management. Ideal candidates will have a strong background in technical support within the HVAC, plumbing, and water systems sectors.

Qualifications

• Experience in pumping and hydraulics is crucial.
• Knowledge of HVAC and building services desired.
• Background in domestic and commercial plumbing preferred.

Responsibilities

• Supporting sales teams with technical solutions.
• Conducting site visits to resolve technical problems.
• Managing continuous improvement projects.

Skills

Practical hands-on experience

Ability to manage multiple priorities

Commercial awareness

Ability to work under pressure

Creative and lateral thinking

Attention to compliance

Good communication skills

Willingness to learn new software

Experience with AutoCAD schematics

Job description

This is a unique opportunity to join this group of exceptional people and share in our success. We merged in January 2025 and are the market leader in each of the sectors we serve, via our Commercial, Domestic, Residential, and Service divisions. We want to grow, and with growth comes more opportunities to invest in products, infrastructure, and most importantly, in you.

Our Ambition

We aim to extend our position as market leader across our sectors and build a great place for everyone to work. We will achieve this by maintaining an entrepreneurial mindset—customer-focused, competitive, and operationally excellent.

Job Details

• Job Title: Technical Support Engineer
• Employing Entity: Dutypoint Ltd
• Employment Basis: Permanent
• Location: Office/Field Based
• Reports To: Technical Support Manager

Purpose of Role

The Technical Support Engineer role involves supporting various departments—primarily Sales, Service, and Production—on technical matters, including site visits and troubleshooting customer issues over the phone. This fast-paced, reactive role requires attention to detail and customer focus. Additional tasks may include supporting new product development, providing hands-on technical support, electrical design work, continuous improvement projects, factory quality checks, and ensuring designs meet specifications and standards.

Responsibilities

• Supporting sales teams with technical solutions within budget via ticketing system.
• Assisting onsite service team with technical queries, such as specifying units.
• Conducting site visits to investigate issues or advise on technical problems.
• Managing mini continuous improvement projects from start to finish.
• Supporting manufacturing with technical problems and liaising with stakeholders to resolve issues, prioritizing customer satisfaction.
• Assisting purchasing team with product queries.
• Collaborating with suppliers and other departments.
• Supporting creation of O&M manuals, datasheets, and installation guides.
• Briefing CAD technicians and supporting with technical queries.
• Providing technical opinions and reports in customer disputes.

Knowledge

• Pumping and hydraulics
• Variable speed drives and pump controllers
• HVAC and building services
• Cold and hot water systems
• Foul and surface water systems
• Domestic and commercial plumbing
• Monitoring and controls

Skills

• Practical hands-on experience (advantageous)
• Ability to manage multiple priorities and customer expectations
• Commercial awareness
• Ability to work under pressure and deadlines
• Creative and lateral thinking
• Attention to compliance and best practices
• Good communication and teamwork skills
• Willingness to learn new software and processes
• Experience with AutoCAD schematics (P&ID’s) is advantageous