Technical Support and Training Manager

Role Overview

Heatmiser’s foundation is built on unrivalled product quality and support. In line with our ambitious growth plans, we are seeking a Technical Support & Training Manager to support the acceleration of the business. 

This role will also allow the business to strengthen a key area that differentiates us as a business - Technical Support.  Helping to drive product and feature enhancements, through working closely with internal stakeholders and being able to represent the voice of the customer.  A key part of this role is the ability to offer training services and technical support, providing regular dedicated training sessions for our customers. 

As an employee of Heatmiser you will be responsible for working in line with the IMI values as well as adhering to local HSE and Quality policies to ensure we maintain the highest standards at all times.

 Key Responsibilities

Duties will include but not limited to:

Technical Support:

·       Provide post-sale technical customer service to business and our end-consumer customers via phone, email and online chat.

·       Providing exceptional customer support, with the ability to deliver an exceptional service to our customers.

·       Management of technical support staff.

·       Resolve complex technical issues, creating and implementing strategies to improve support processes, managing customer expectations using excellent problem-solving skills.

·       Collaborating with cross-functional teams to help build, maintain and enhance the products, services and knowledge.

·       Work closely with approprirate Heatmiser teams to troubleshoot and resolve issues promptly to support the end user.

·       Keep up to date with new product features and benefits to support customers and sales teams as necessary.

·       Respond to a high volume of complex technical inquiries (e.g. equipment or software installation /activation/troubleshooting, providing technical product specifications and information on compatibility with other products, etc.).

·       Recommending alternative products or services (e.g., warranties) as part of customer issue resolution.

·       Developing and implementing new products, processes, standards or operational plans that will have an impact on the achievement of functional results.

·       Support the Sales team with commercially viable solutions which will result in the growth of the business and Heatmiser achieving its strategic objectives.

·       Understanding of electrical schematics and wiring diagrams is essential.

·       Understanding of plumbing systems, to adapt to Heatmiser controls, to ensure it operates within regulation and to a high standard .

Training:

Customer:

·       Develop technical training courses for our customers.

·       Ability to create technical course content for both novices and experts.

·       Coordinate product-related training, including presentations of new features and simulation activities in a demo environment.

·       Organise workshops and classroom-style training.

·       Gather feedback from trainees/customers to enhance the learning process.

Employees:

·       Conduct individual and team skills gap analyses.

·       Train and coach the team to embed a culture of engagement and ongoing learning and high performance.

·       Ensure all new hires undergo basic technical training on our products.

·       Measure improvements in employees’ job performance after each course.

·       Set and monitor team KPIs.

·       Gather feedback from trainees to enhance the learning process.

Critical Competencies for Success

·       HNC/HND and/or Engineering Degree.

·       Indepth knowledge of smart thermostats or similar electrical product range.

·       Knowledge and familiarity with Heatmiser product range (an advantage)

·       Proven experience as a Technical Training Manager or similar role.

·       Ability to work collaboratively within a team and across departments.

·       Excellent communication skills, translate technical terms into simple language.

·       Proven leadership and decision-making skills.

·       Problem-solving skills.

·       Self-motivated and excited by new challenges.

·       Ability to motivate your team to achieve results.

What we offer

·       Opportunity to join a diverse, dynamic, and fun team that likes to challenge the status quo with new ideas and maximum creativity.

·       The possibility to bring your know-how to the service of a growing sector that is part of the international engineering group IMI.

·       Competative benefit offering. 

IMI is an inclusive employer; diversity is very important to us, and we want to receive applications from people from all backgrounds

About us

About 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.

About Climate Control (currently referred to as IMI Hydronic Engineering)

As one of IMI’s six business sectors, Climate Control is dedicated to working with its customers to deliver indoor climate solutions. Together, we focus on maximising energy efficiency and control for residential, commercial, and industrial buildings. Our products and system knowledge can be applied to heating, cooling, and domestic hot water applications.

We are more than our products

We are a team united by our passion for HVAC operations and energy savings. We harness our collective expertise to reimagine the ustainability of our cities and buildings through optimal climate control. And as our buildings become more intelligent, we’re committed to guiding our customers every step of the way, understanding their challenges, and collaborating closely to provide high-calibre, data-driven solutions tailored to their needs.

About Heatmiser

Founded in Blackburn in the UK in 1968 it employs 46 employees.  It is also operating a manufacturing and assembly site in Beijing, China, with just under 100 employees.  It is a leading smart controls manufacturer for radiant systems in that market, enabling homeowners to accurately control heating and cooling in each room from anywhere in the world.  Heatmiser represents an opportunity to accelerate our growth in smart buidlings and scale our offering across Europe.

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