remote
Technical Helpdesk Engineer - Heating Industry - Navien Ltd
Software Engineer
Provide pre‑diagnosis and post‑sales technical support for heating and plumbing products, handling warranty issues and delivering exceptional customer service to users across the UK and Ireland.
About the role
Key Responsibilities
- Perform remote diagnostics and troubleshooting of heating and plumbing equipment for internal and external customers.
- Manage warranty claims, ensuring accurate documentation and timely resolution.
- Deliver clear, professional communication via phone, email, and ticketing systems.
- Collaborate with product and engineering teams to relay field issues and contribute to product improvements.
- Maintain knowledge base articles and support documentation to enhance self‑service resources.
Requirements
- Proven experience in the heating, HVAC, or plumbing industry with strong technical knowledge of related equipment.
- Excellent problem‑solving skills and ability to diagnose complex issues remotely.
- Strong customer‑service orientation and effective communication abilities.
- Experience handling warranty processes and using ticketing/CRM platforms.
- Ability to work independently and as part of a collaborative support team.
Skills
software developmentsystem designproblem solving