Technical Support Advisor

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Technical Support Advisor

Job Title: Technical Support Advisor

Location: Chesterfield, Derbyshire

Experience Level: Associate

The Role

NIBE is one of Europe's leading manufacturers of renewable energy products. We supply homes with heat pump products that provide domestic hot water and ensure a comfortable indoor climate. NIBE's heat pumps range includes, Ground Source Heat Pumps, Air Source Heat Pumps, Exhaust Air Heat Pumps and Solar Thermal Panels. We offer high-tech heat pump solutions for heating, ventilation, cooling and heat recovery that reflect today's demand for sustainable construction.

We are looking for a Technical Support Advisor based at our head office in Chesterfield, Derbyshire to provide technical support on our range of heat pumps for our growing installer network.

What will you do?

To create and maintain confidence in all NIBE Energy Systems products and services.
Handle pre and post sale technical enquiries including fault finding, product information, spare parts from the NIBE Pro installer network NIBE field engineers
Desire and ability to take ownership for technical and service related enquiries from NIBE Pro installers
Develop an understanding of the NIBE service department and work as part of a wider team providing technical support to field service engineers, customers services, warranty claims and sales teams.
Identify emerging issues and trends and escalate to Technical Services and Product Management teams
Provide feedback from the field to the Training department for development of training material
Remain up to date with the relevant industry standards, British Standards, Building Regulations etc
Provide support to NIBE installers in regard to relevant industry regulations, standards and documentation
Produce and prepare quotations, calculations and project document packs in accordance with industry standards
Use the business systems in place to support activities of job role and enable accurate reporting.
You may be asked on occasion to undertake a variety of tasks and/or be involved in projects across the business
Follow business procedures at all times

What will you bring?

This role requires excellent IT, organisational, communication and presentation skills with a strong customer focus.
Ideally a background in the domestic heating, gas or electricity industry with an NVQ/City and Guilds or equivalent in gas engineering, plumbing and heating, refrigeration or electrical.
Experience of fault diagnosis would be beneficial
Ability to accurately interpret and communicate manufacturers instructions and industry standards.
Good knowledge of British Standards, Building Regulations and Code of Practice in relation to plumbing, heating and electrical.
Applicants with transferable skills from other technological / engineering / electrical fields would be considered.
Theoretical and/or practical heat pump experience would be beneficial but not essential