Area
Engineering

Work type
Full Time

Experience
Professionals

Sector
Climate Control

Reference
IHE-634726

Location
Blackburn with Darwen, United Kingdom

Work Environment
Hybrid

Platform
Life Technology

Role Overview

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.

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.

Management of technical support staff.

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.

Understanding of electrical schematics and wiring diagrams is essential.

Understanding of plumbing systems, to adapt to Heatmiser controls, to ensure it operates within regulation and to a high standard .

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.

Organise workshops and classroom-style training.

Gather feedback from trainees/customers to enhance the learning process.
Employees:

Conduct individual and team skills gap analyses.

Train and 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.

Measure improvements in employees’ job performance after each course.

Set and monitor team KPIs.

Gather feedback from trainees to enhance the learning process.

Critical Competencies for Success

HNC/HND and/or Engineering Degree.

Indepth knowledge of smart thermostats or similar electrical product range.

Knowledge and familiarity with Heatmiser product range (an advantage)

Proven experience as a Technical Training Manager or similar role.

Ability to work collaboratively within a team and across departments.

Excellent communication skills, translate technical terms into simple language.

Proven leadership and decision-making skills.

Problem-solving skills.

Self-motivated and excited by new challenges.

Ability to motivate your team to achieve results.

What we offer

Opportunity to join a diverse, dynamic, and fun team that likes to challenge the status quo with new ideas and maximum creativity.

The possibility to bring your know-how to the service of a growing sector that is part of the international engineering group IMI.

Competative benefit offering.

IMI is an inclusive employer; diversity is very important to us, and we want to receive applications from people from all backgrounds

About us

About IMI plc

About Climate Control (currently referred to as IMI Hydronic Engineering)