Technical Support and Training Manager

IMI plc

We are a global specialist engineering company that creates breakthrough solutions. We are curious and like to solve problems, partnering with our customers to solve the demands of today and prepare for the challenges of tomorrow. We embrace innovation and care about outcomes that are good for business, everyday life and making a better world – creating lasting impact for everyone.

We design, build and service highly engineered products in fluid and motion control applications. We focus on five market sectors: Industrial Automation, Process Automation, Climate Control, Life Science and Fluid Control, and Transport.

Our partnership approach breaks through problems and reduces complexity. We don’t invent in isolation – we collaborate with our customers. We listen closely and we think differently, creating space for diverse minds to innovate. We are working together to make businesses safer, more sustainable and more productive.

Role Overview:

Heatmiser is built on a foundation of unrivaled product quality and support. As we continue to grow, we are seeking a Technical Support & Training Manager to enhance our customer support, drive product improvements, and deliver high-quality training programs.

This role is critical in ensuring our customers receive exceptional technical support while also strengthening a key differentiator—our ability to translate customer needs into product and feature enhancements. The ideal candidate will lead a team, collaborate with internal stakeholders, and provide structured training to both customers and employees.

As a Heatmiser employee, you are expected to uphold IMI values and adhere to local HSE and Quality policies to maintain the highest standards at all times.

Work Environment: This position will be based on-site at our Blackburn UK facility.

Key Responsibilities:

• Provide post-sale technical support to business and end-user customers via phone, email, and online chat.
• Lead and manage the technical support team to ensure prompt issue resolution.
• Diagnose and troubleshoot complex technical issues, implementing strategies to improve support processes.
• Collaborate with cross-functional teams to enhance product offerings and customer experience.
• Stay up-to-date on new product features to support customers and sales teams.
• Respond to technical inquiries regarding installation, activation, troubleshooting, and product specifications.
• Recommend alternative products or services (e.g., warranties) to optimize customer satisfaction.
• Support the Sales team with commercially viable solutions that align with business growth objectives.
• Interpret and apply electrical schematics and wiring diagrams to ensure proper system functionality.
• Understand plumbing systems to ensure Heatmiser controls comply with regulations and maintain high performance.

Customer Training

• Develop and deliver technical training courses tailored to both novice and experienced users.
• Create comprehensive training materials and content.
• Organize and lead product-related workshops, presentations, and hands-on training sessions.
• Gather and analyze trainee feedback to improve course effectiveness.

Employee Training & Development

• Conduct skills gap analyses for individuals and teams.
• Train and coach employees to foster a culture of continuous learning and high performance.
• Ensure all new hires receive fundamental technical training on Heatmiser products.
• Measure and track improvements in employee performance post-training.
• Define and monitor key performance indicators (KPIs) for the technical team.

Critical Competencies for Success:

• HNC/HND and/or Engineering Degree.
• In-depth knowledge of smart thermostats or similar electrical products.
• Familiarity with Heatmiser product range (preferred).
• Proven experience as a Technical Training Manager or in a similar role.
• Strong leadership and decision-making skills.
• Ability to translate complex technical information into simple, clear language.
• Effective problem-solving and troubleshooting abilities.
• Self-motivated, proactive, and eager to take on new challenges.
• Ability to motivate and inspire a team to achieve results.

Health & Safety

The physical demands described within the Key Duties & Responsibilities section of this job description are required to perform the essential functions of this position.  Reasonable accommodations may be made for individuals with disabilities.  Please contact your local HR representative to discuss the specific Work Conditions and Physical Requirements of this role.  

Health, Safety, and Environmental Duties – At IMI we are all personally committed to protecting our people, minimizing our impact to the environment, the communities we operate in and our company. All members of our workforce have the duty to ensure the health, safety and welfare of themselves, others, and the environment. Every employee is expected to follow all HSE operating procedures, also to challenge any observed behaviors or unsafe acts.

Code of Ethics

IMI requires the highest standard of ethics in all business dealings, particularly with customers, suppliers, advisors, employees, and the authorities. In accordance with the IMI Way: Our Code of Responsible Business.

Changes to This Job Description

IMI may amend this job description in whole or part at any time.

IMI is an equal opportunity employer. Qualified applicants will be considered without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, or veteran status.

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