Field Support Engineer - South West

Closing Date for Application:

Field Support Engineer - South West

Ideal candidate location: EX, TQ, PL postcodes

We have an exciting opportunity to join our Nu-Heat Field Engineering team. Our Field Engineer team are a core part of our UK-wide service offering through on-site commissioning of our customer’s renewables and underfloor heating systems, rectifying faults, on-site support and servicing. Each of our small team of Field Engineers primarily cover a core area of the country, with a need to flex at times into other areas as required. Due to the wide coverage and travel distances, our Field Engineer week is structured into four working days, which at times may also include overnight stays. This team are customer facing and represent Nu-Heat in every customer interaction, dealing with both tradespeople and homeowners, and a commitment to delivering world class service and being ambassadors for the Nu-Heat brand is a key requirement. As the role is remote we provide all of the necessary equipment, training and support to ensure the right level of connection, development and communication is delivered through a dedicated co-ordination team and management. Initially, this role will be focused on delivering system servicing  to our customers and as such the area covered may be UK-wide.

As well as demonstrating excellent service delivery experience, we are ideally looking for someone to hold G3 and Water regulations qualification or held them within the last 5 years. Part P or 18th edition qualification are also desirable. Experience of working with renewables systems such as Heat Pumps and Solar and Fluorinated Gas (F-Gas) refrigerant systems would also be an advantage.

Role Description: 

In this role you are accountable for the on-site technical support services for Nu-Heat customers.

Using your excellent customer service skills and technical knowledge you will be able to ensure that renewable heating systems are correctly installed and commissioned in line with company & industry guidance.

You will also ensure the longevity of Nu-Heat systems through fault resolution, ongoing servicing and troubleshooting of systems, whilst always aiming to resolve the visit at the first time of asking.

As an organised and self-motivated individual, you will manage your own van, van stock and diary, whilst maintaining a high visit rate. You will also ensure that any post visit documentation is completed accurately and quickly to ensure a smooth journey for the customer.

Responsible to: Technical Services Manager

Key Results Areas:

Completing site visits right first time

Customer satisfaction with technical services

Key Responsibilities

Site Based Technical Support Services

• Commission heat pump systems. Check the installation against the design, set up the system according to the commissioning document provided, test for correct operation and provide the customer with a system handover

• Servicing systems in line with the documentation provided, answering any queries the customer may have

• Trouble shooting on systems. Identify, resolve and test the system, aiming for first visit resolution

• Effective management of time on site, communicating arrival times with customers

• Build customer relationships to establish an excellent experience of Nu-Heat

• Maintain discretion, ensuring company sensitive information is not discussed directly with customers

• Provide telephone support to our customers for trouble-shooting problems as required

• There will be a requirement to stay away an average of three nights per month although this may be increased in winter months

• Complete and supply post visit documentation on time and in full

• Ensure that van stocks are managed according to the process, are kept up to date and are accurate

• Ensure that any company supplied goods, such as van, is kept in a safe and presentable condition

• Keep up to date with any required training and certification

• Participate in any regulatory assessment as required in line with Competent person /  Nominated Technical Person role

Our Values:
 

Integrity – Doing the right thing to make a difference.

Focus on honesty and quality

Diligence – Taking care of every detail to do things the right way.
Focus on detail, accuracy and consistent effort

Empowerment – The freedom to challenge, innovate and improve.
Focus on continuous improvement with enthusiasm

Nurture – caring for our customers and colleagues.
Focus on relationships with genuine care

Other Duties:
The list of job duties within this description is not exclusive or exhaustive and the post holder will be required to undertake such tasks as may reasonably be expected within the scope of the post.

• To participate in the company’s appraisal process

• To undertake relevant development and training.

• To be responsible for the health and safety of self and others.

Job descriptions will be reviewed regularly to ensure they are an accurate representation of the post.

Key Skills & Knowledge:

• Excellent levels of customer service 

• Well-developed verbal and written communication

• Practical knowledge desirable

• Qualifications in the heating, plumbing or air conditioning industry

• Positive with a ‘can do’ attitude

• Ability to maintain calm and methodical when working under pressure

• Confident decision maker

• Flexible and adaptable to meet the needs of the business

• Logical and methodical approach to identifying and resolving technical issues

• Independent self-starter, able to work remotely

• No previous renewable or underfloor heating experience necessary with all training provided

• Valid UK driving license

Here at the Genuit Group we recognise and develop the contribution our people make to the Group’s success and are committed to attracting talent from the widest pool. We have a role to play in making the built environment more sustainable, building a low carbon business ourselves as well as delivering sustainable solutions at scale.