Technical Support Engineer

Core Purpose of Role; To provide day to day Technical Support provision to our customers and internal colleagues. To support the Spares business unit to ensure customers’ requirements are correctly identified. To support our global network of business partners via phone and email. To undertake and oversee the organisation of commissioning requirements for our smaller projects (typically non-Data Centre projects, but requirements will be assessed on a case by case basis). To provide technical scrutiny to our field engineering delivery to ensure accuracy and consistency of completed work, and continuity to ongoing investigations and persistent technical issues. To support our Aftermarket Sales team with quotation preparation by defining scope, materials and labour requirements. A key member of our technical support team, serving both external customers and internal teams alike. Providing scrutiny to technical issues and work performed as well as enabling right-first-time remedial works quotations to be produced by our sales team. Person Profile: The role is technical in nature and will suit applicants with formal HVAC training and/or qualifications, along with significant experience gained through the performance of a similar role, or through experienced gained in an HVAC related field engineering environment. You will have a strong interest in engineering and have the ability to get to grips with technical issues, often solving them yourself, or involving the right internal or external specialists, so that solutions can be identified. You will own complex and prolonged investigations and will learn to understand when to revisit a previous diagnosis or conclusion, or dig deeper to uncover something that may not have initially been apparent. As well as strong technical credentials, the role will suit someone with an inherent desire to champion the needs of the customer, always looking to come up with solutions to overcome obstacles. You will face challenging situations in terms of availability of resource, whether materials or labour, and will enjoy thinking laterally to drive the best outcomes for the customer. Key Responsibilities: As client requirements and department workload dictates, the role will involve the performance of other duties to support key business initiatives. However, listed below are the core focus items and responsibilities of the role:- Responsible for the provision of Phone and Email support to existing customers. Manage agreed process to identify when free technical support should be provided and when chargeable attendance should be offered. Perform the technical review of all engineer reports on a daily basis, providing sufficient scrutiny to identify “missed” problems and “join up the dots” with previous attendances and other related knowledge. Scope out remedial works required, including labour, materials, tools, equipment and H&S and Business risks and feed to the Service Sales team for the production of customer quotations. Support the field engineering teams as required, providing information and guidance to resolve issues in the most timely manner and in the best interests of Airedale and our customers. Produce RAMS for work to be delivered as required to support the coordination team with their planning and approvals process. Identify the need for, raise, and track DMAICs where appropriate. Contribute to and support the call-out request process, liaising with area coordinators to fulfil responses with minimum operational disruption and in adherence to the contracted customer SLAs. Participate in the Out of Hours “Duty Manager” rota to manage call-outs and arrange coordinated engineer attendance. Assist with the planning and coordination of commissioning activities, liaising with our area coordinators and the client to ensure all programmes are understood and fulfilled. Use your technical and operational knowledge to drill into jobs and the engineering planner to work out solutions to labour resource challenges. No customer requirement to be “bumped” without all options being exhausted. Manage timekeeping and attendance with colleagues to ensure sufficient cover is always available. Report on performance as required to track progress against agreed metrics and drive continuous improvement. To take responsibility for the delivery of all services provided by your team. To be the advocate of the customer, driving delivery to meet and exceed their expectations. To find solutions to challenges, liaising across the business (and externally where appropriate) to “make a plan” when it may at first appear no options exist. To comply with departmental processes to ensure the efficient and compliant delivery of all services. To assist with the recording and monitoring of department Key Performance Indicators. To contribute to the process of review and continual improvement to streamline process and enhance service delivery. To aspire to provide a “best in class” customer experience through every interaction with the Aftermarket client base. To deputise for the other team members, whether more senior or junior, to support service delivery Duty Manager Rota In order to satisfy the requirement of our customers to have suitable technical engagement and oversight for incidents requiring escalation or special attention, we have recently implemented a Duty Manager Rota. As Technical Support Engineer, you will participate in the Duty Manager Rota and will manage high profile incidents, liaising with all stakeholders, which will include the client and their representatives, internal and external engineering resource and the wider Airedale management team to ensure everyone is sufficiently appraised according to the criticality of the situation. Your duties as Duty Manager will extend to all areas where Airedale have active service contracts in place and, although these will be predominantly based in the UK, will also extended to support areas of Europe and occasionally further afield. Airedale need to maintain flexibility to ensure the service is always covered in the event of decreased staffing availability and the frequency of the rota requirement will therefore vary depending on factors such as sickness and holiday of the other participants. As a guide you should normally expect to operate as the Duty Manager for one week out of every five weeks. In compensation for participating in the rota you will be paid each month an additional fee, equal to a percentage of your base salary, which will be communicated via your initial offer letter, and revised from time to time to ensure it remains appropriate and sufficient for commitment required. Essential experience relevant to the role: Experience of supporting engineering delivery within an HVAC environment. Excellent verbal and written communication skills. Experience of Facilities Management, HVAC Service or other Critical Engineering sectors. Experience of liaising with 3rd party suppliers and sub-contractors. Experience of liaising with field engineering resource. Managing client expectations in engineering / service delivery Essential qualifications relevant to the role: 5 O’ Levels / CGSEs and 2 A-levels or equivalent NVQ ONC or higher level technical qualification Any other desirable skills and experience required: HVAC apprenticeship with C&G Refrigeration and Air Conditioning Level 2/ Level 3 achieved HND or Degree qualified in Technical Discipline Professional accreditation in customer service Location and Hours of Work and Remuneration: Location: Leeds HQ based, with occasional client site visits throughout the UK and very occasional staying away. Hours of Work: 39 hrs per week - Monday to Friday

Location: Rawdon, UK, GB

Posted Date: 11/13/2025