Technical Support Engineer

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Where is the work:

On-Site (5 days)

 

 

Job Title

Technical Support Engineer

Department

Engineering / Technical Support

Location

As required by the business

Reports To

Technical Support Manager / Engineering Manager

Job Purpose

The Technical Support Engineer is responsible for providing technical expertise and support across ICS Cool Energy’s products, services, and engineered solutions. The role supports internal teams and customers by troubleshooting technical issues, advising on equipment selection and application, assisting with commissioning and service matters, and helping ensure safe, efficient, and reliable system performance.

This role acts as a key link between engineering, service, sales, operations, and customers, helping to resolve technical queries and improve product and service delivery.

Key Responsibilities

Technical Support

• Provide day-to-day technical support to service engineers, operations teams, sales teams, and customers.
• Diagnose and help resolve technical faults relating to cooling, heating, and temperature control systems.
• Support troubleshooting activities remotely and, where required, on site.
• Interpret technical drawings, schematics, wiring diagrams, P&IDs, manuals, and specifications.
• Provide guidance on correct installation, operation, maintenance, and repair practices.

Product and Application Support

• Support the selection and application of ICS Cool Energy equipment and solutions for customer requirements.
• Advise on system performance, controls, refrigeration, HVAC, process cooling, and related applications.
• Assist with technical reviews of customer requirements, project specifications, and system designs.
• Help ensure solutions are technically compliant, practical, and aligned with operational needs.

Service and Commissioning Support

• Provide technical assistance during commissioning, start-up, servicing, and breakdown response.
• Support root cause analysis for equipment failures and recurring issues.
• Recommend corrective actions and permanent fixes to improve equipment reliability and uptime.
• Help develop service methods, testing procedures, and technical work instructions.

Documentation and Reporting

• Prepare and maintain technical documentation, service bulletins, troubleshooting guides, and support materials.
• Record technical issues, investigations, actions taken, and lessons learned.
• Contribute to manuals, standard operating procedures, and engineering knowledge bases.
• Produce clear reports for internal stakeholders and customers where needed.

Cross-Functional Collaboration

• Work closely with service, sales, engineering, projects, and operations teams to deliver effective technical solutions.
• Support training and knowledge sharing for engineers and other colleagues.
• Escalate complex issues appropriately to senior engineering or product specialists.
• Contribute to continuous improvement initiatives across products, processes, and service delivery.

Health, Safety, Quality, and Compliance

• Follow all relevant health, safety, environmental, and quality procedures.
• Ensure technical advice and engineering activities support compliance with applicable regulations, standards, and company policies.
• Promote safe systems of work and support risk assessment activities where required.

Key Skills and Experience

• Strong technical knowledge of cooling, HVAC, refrigeration, heat pump, or temperature control systems.
• Experience in a technical support, service engineering, applications engineering, or similar engineering role.
• Ability to diagnose faults and solve technical problems methodically.
• Good understanding of mechanical, electrical, and control systems.
• Ability to read and interpret technical drawings and engineering documentation.
• Strong written and verbal communication skills.
• Ability to manage multiple priorities and respond effectively under pressure.
• Customer-focused approach with strong collaboration skills.
• Competence in Microsoft Office and relevant service or engineering systems.

Qualifications

• Degree, HNC/HND, NVQ, apprenticeship, or equivalent qualification in Mechanical Engineering, Electrical Engineering, Refrigeration, HVAC, Building Services, or a related discipline.
• Relevant technical certifications or industry training would be advantageous.
• Valid driving licence may be required depending on the role.

Desirable Experience

• Experience supporting rental cooling or heating equipment, chillers, boilers, air handling equipment, or process temperature control systems.
• Familiarity with refrigeration principles, fluid systems, electrical fault-finding, and control panels.
• Knowledge of commissioning practices, performance testing, and technical compliance requirements.
• Experience working in industrial, commercial, or critical environment applications.

Key Behaviours

• Safety-focused
• Customer-oriented
• Analytical and solution-driven
• Collaborative
• Organised and dependable
• Committed to continuous improvement

Example Performance Measures

• Response time to technical queries
• First-time resolution rate
• Reduction in repeat technical issues
• Support for uptime and equipment reliability
• Quality and timeliness of technical documentation
• Stakeholder satisfaction

We offer competitive compensation and comprehensive benefits and programs. We are an equal opportunity employer; all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, pregnancy, age, marital status, disability, status as a protected veteran, or any legally protected status.