Technical Support Manager

 

Reporting to: Ren Kang (Head of Product R&D)
Salary Range: Competitive
Other: Pension, Cycle to Work Scheme
Location: Oxfordshire, there may be occasional travel, travel frequency < 1 per week

Overview of role:
Mixergy is a fast-growth cleantech business which develops smart and connected hot water tanks enabling households to live better, save money and reduce their impact on the environment. We are re-thinking how hot water is done, using technology to find cost-effective and convenient solutions which help people live more sustainably.

Alongside the mass market deployment of our smart hot water tanks in the UK and overseas, we are also the first to intelligently connect a decentralised, digital network of tanks that can provide flexibility to the grid and support the clean energy transition. As we look ahead to 2030, our goal is to provide a clear path to transition from fossil fuel heating to low and zero carbon alternatives, enabling us to achieve our vision to make hot water cheaper, greener, and better for all.

To support our continuing fast growth, we are looking for a proactive and dynamic individual to ensure that our customers receive the best technical support experience as our business scales.

Working closely with the R&D, engineering, and operations teams, you will:

  • Provide first line technical support alongside a junior support technician under your management
  • Leverage the remote diagnostic data platform that we have at Mixergy to quickly identify problems
  • On occasion, visit sites where technical problems are particularly difficult to diagnose remotely
  • Develop processes and work instructions to streamline the efficiency of our technical support operations (for instance: ‘how-to’ guides, demonstration videos and FAQ sheets)
  • Work to ensure that Mixergy continues to achieve 5-star customer endorsement through first class technical support
  • Work with the engineering R&D team on continuous product improvement

 

The successful candidate will demonstrate/have:

  • An outstanding team ethic with a passion to deliver a first class Mixergy technical support experience
  • Strong planning, organisational, communication skills and a passion for great customer service
  • A sense of urgency and commitment to deliver against deadlines and a desire to go the extra mile
  • Ability to forward plan, assess requirements and implement improvements
  • Ability to deal with conflicting priorities and change
  • Sound technical acumen with respect to fault diagnosis in domestic heating and associated control systems
  • Experience in field service support or comparable practical experience with electro-mechanical systems
  • A clean UK driving licence

 

What’s next?

If you are interested in finding out more about the role above, then please send a CV and covering letter to jobs@mixergy.co.uk by 22nd August 2022.

You will be contacted by our recruitment team for an initial conversation or interview if your skills are a suitable match for the role.

Download a copy of this job description here.

NO AGENCIES PLEASE.