Technical Support & Training Manager

       Manage all aspects of internal and external product and technical support.

·       Manage the team of technical support engineers.

·       Provide advanced technical support on mission critical HVAC equipment.

·       Lead troubleshooting and diagnosis for complex issues relating to but not limited to refrigeration circuits, control systems, and communications.

·       Coordinate with design, R&D, and field service teams to resolve critical issues.

·       Support commissioning, performance verification, and warranty investigations.

·       Write and develop scripts and supporting technical detail to support the project teams in delivering industry leading commissioning delivery on site.

·       Ensure that all support requests are dealt with in a timely manner and within KPI’s

·       Escalate technical support cases where required to SME’s within the business.

·       Develop and maintain a robust product and technical training strategy to meet the needs of the business.

·       Develop and maintain service documentation and technical bulletins supporting our equipment portfolio.

·       Write and develop technical training materials for delivery to both internal staff, service partners and external customers as required.

·       In conjunction with the EMEA digital team, develop and maintain a digital delivery strategy enabling training content to be self-delivered by clients and internal staff.

·       Develop and maintain structured training programs including classroom sessions, online modules, and factory-based workshops.

·       Develop tools to help customers self-diagnose field issues.

·       Deliver training courses to internal team members and customers.

·       Support product development within the business by providing customer feedback

·       Assist the product engineering teams in authoring operation manuals, troubleshooting guides, and control system documentation.

·       Coordinate technical knowledge sharing across all the EMEA data centre teams.

·       Manage training facilities, demonstration rigs, and software simulation tools.

·       Prepare management reports and recommendations based on technical data and service trends.

·       Work with project managers and senior project managers where required to deliver project related commissioning works to the highest standard in accordance with project requirements.

·       Seek out maintenance and service opportunities from new and existing customers.

·       Maintain professional, courteous conduct and appearance at all times.

·       Foster a culture of teamwork, accountability, and excellent customer service.

·       Provide first line field technical support for the field service team, service operations manager and service and after sales manager.

·       Provide training mentorship for the field service teams.

·       Provide feedback to factory QAQC teams and investigate QAQC issues where required.

·       Deliver exceptional customer service by handling technical enquiries, resolving issues, and ensuring timely service.

·       Assist service and after sales manager in training new engineers.

·       Play an active role in the apprenticeship program mentoring and developing apprentices.