Careers

Working for Grant Engineering UK as a Technical Sales Support Engineer, you will provide hands-on technical support to the Renewable and Field Sales teams, helping to develop new Air Source Heat Pump (ASHP) business and strengthen relationships with existing installers and customers.

You will provide technical expertise across site surveys, system design, commissioning, training and fault finding while also working collaboratively with Technical, Design, Training and Customer Services teams to deliver excellent customer support.

This is a field-based role, preferably covering Central and Northern UK, with flexibility to support other areas when required.

Duties & Responsibilities

• Provide technical sales support to installers and the external sales team. Also responsive to product support on phone and email.
• Build strong relationships with customers and installers through professional, practical technical support.
• Attend customer and site visits, including:
  • Site surveys, heat loss calculations and system design.
  • Sales and technical training visits.
  • Product commissioning, handovers, system analysis and fault finding
  • On-site training and technical presentations.
• Identify technical, product and service trends and escalate concerns appropriately.
• Identify potential sales opportunities and refer leads to the relevant sales team.
• Promote appropriate training for installers and engineers.
• Travel extensively across the region, including occasional overnight stays.

Skills & Experience

Essential:

• Experience within the heating, plumbing, building services or renewable energy industry.
• Strong technical knowledge of heating systems and hydronics.
• Good understanding of heat loss calculations, pipe sizing, radiator sizing and flow rates.
• Understanding of heating system electrics and renewable heating technologies.
• Excellent communication and interpersonal skills, with the ability to work confidently with installers, engineers, sales teams and customers.
• A practical, hands-on and proactive approach to problem solving.
• Ability to work independently and manage a varied, field-based workload.

Desirable:

• Experience with Air Source Heat Pumps and/or Grant ASHP systems.
• Knowledge of MCS standards and relevant Building Regulations.
• Experience with oil-fired boilers, biomass, solar thermal or unvented hot water systems.
• Recognised hydronics training or qualification, such as Heat Geek, Northampton Heating Academy or Warmur Academy.

Grant Engineering UK are looking for a Customer Service Manager lead a team committed to delivering a customer-focused resolution function. Working closely with Technical Support Team and Field Services Team, the Customer Service Manager will communicate fluently with the public, engineers and installers to oversee the day-to-day departmental processes.

Main Duties & Responsibilities:

• To line Manage customer service advisers
• Liaising with other relevant departments, the successful candidate will monitor and respond to telephone, email, written and social media complaints as required.
• Manage customer service emails.
• Manage 3^rd party service provider log including copies of their qualifications and public liability Insurance.
• Process 3^rd party service reports for the CTM.
  
• Process Fernox contamination (water quality) reports and log.
• Process incoming invoices and statement queries
• Manage the F-Gas register
• Generate reports from both our customer database and telephone management systems
• Recharges for 3^rd party and updating spreadsheet.
• Departmental diary updates​

Skills / Experience Required:

• Minimum of 4 years in a customer service advisor role or 1 year in a similar service driven Manager role
• Experience with handling complaints and remaining diplomatic, making fair, timely decisions
• Strong organisational skills with the ability to manage competing priorities
• A proactive approach to identifying recurring issues and driving improvement
• Strong collaborative skills, with ability to build effective working relationships

This is a full-time role working a 39.5 hour week and managing a department with flexible schedules. It comes with benefits such as private medical insurance, pension, on-site gym and hybrid working arrangement.

Agency assistance is not required.