Technical Support Engineer (Operational Based, Graduate Role)

High Wycombe, Buckinghamshire
SourceRight Recruitment Ltd

The successful candidate will take responsibility for the operational management of the Maintenance Department, including technical support and warranty coordination. This role plays a critical part in ensuring servicing, troubleshooting, and warranty processes are delivered efficiently, safely, and to the highest standards.

You will act as a key liaison between customers, contractors, field service engineers, R&D, and the Aftersales team, ensuring seamless communication and operational excellence. The position requires strong organisational skills, technical understanding, and a proactive approach to customer service and warranty management.

Key Responsibilities

• Manage new and existing service contracts using the Salesforce CRM system.
• Contact customers via email and telephone to plan and schedule maintenance and servicing activities.
• Coordinate with the Technical Site Services Co-ordinator to allocate and schedule field service engineers.
• Prepare detailed work instructions, including Risk Assessments and Method Statements (RAMS), to ensure safe and efficient project delivery.
• Raise purchase orders via Sage 200 for required access equipment and consumables.
• Provide technical support to customers, collaborating with the Aftersales Manager where necessary.
• Support the Maintenance Sales Co-ordinator with complex quotations, including specialist access equipment requirements.
• Conduct post-maintenance follow-ups to ensure customer satisfaction and identify further support opportunities.
• Maintain accurate maintenance logs, service documentation, and compliance records.
• Proactively manage and resolve product warranty matters.

Education & Experience

• A Bachelor’s degree in Engineering.
• Experience in a similar role within the HVAC industry is advantageous.
• Proficiency in Microsoft Office applications.
• Experience with Salesforce and Sage 200 is desirable.
• Extensive product training and ongoing support will be provided