MAGMAS
Aftersales Technical Support Engineer
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About Net Zero Careers
Net Zero Careers supports roles that ensure high-quality retrofit delivery and compliance across residential projects. Customer-facing roles like this are vital to ensure residents are informed, safe, and satisfied while supporting the UK's net-zero goals.
About Us
We are a fast-growing UK manufacturer of stainless-steel hot water cylinders and engineered hot water storage solutions. We design and manufacture unvented hot water cylinders, calorifiers, buffer vessels, volumisers, thermal stores, and high-volume pre-plumbed assemblies for leading heat pump manufacturers and heating-sector customers. As an ISO 9001-certified manufacturer, we are committed to product quality, technical excellence, continuous improvement, and outstanding support for OEM customers and professional installers.
The Role
Due to continued growth, we are looking for an experienced Aftersales Technical Support Engineer to join our team. This is a predominantly office-based, telephone-led technical support role that provides guidance to OEM manufacturers, heating engineers, and installers on product selection, installation, commissioning, system operation, fault diagnosis, wiring, controls, and aftersales issues. You will be responsible for understanding on-site issues, guiding installers through structured fault-finding processes, identifying root causes, and coordinating resolutions. This role requires strong knowledge of heat pumps, hot water cylinders, and associated electrical and mechanical systems.
Key Responsibilities
Technical Support & Fault Diagnosis
- Provide first-line technical support via phone and email.
- Support installers and customers with installation, commissioning, wiring, controls, and system operation queries.
- Diagnose faults on hot water cylinders, pre-plumbed units, and connected heat pump systems.
- Interpret and explain wiring diagrams, hydraulic schematics, technical drawings, and installation manuals.
- Identify whether issues relate to products, installation, wiring, plumbing, controls, commissioning, or wider system integration.
- Escalate complex or safety-critical issues to Engineering, Quality, or Site Service teams.
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Aftersales Case Management
- Manage technical support cases from initial enquiry through to resolution.
- Maintain accurate records of diagnostics, actions, and outcomes.
- Coordinate warranty investigations, replacement parts, product returns, and site service visits.
- Review technical evidence to support warranty decisions.
- Handle complaints and escalations professionally while maintaining strong customer relationships.
Internal Collaboration & Continuous Improvement
- Work closely with Engineering, Quality, Production, Sales, Key Account Management, and Site Service teams.
- Support investigations into recurring field and product issues.
- Identify trends and provide feedback to support product and process improvements.
- Contribute to the development of technical documentation, support materials, and diagnostic procedures.
- Ensure support processes and records comply with company procedures and ISO 9001 requirements.
Essential Skills & Experience
- Practical experience with heat pumps, hot water cylinders, or related heating systems.
- Background in installation, commissioning, servicing, maintenance, fault finding, or manufacturer technical support.
- Strong understanding of hot water cylinders and their integration with heat pump systems.
- Working knowledge of electrical controls, wiring, plumbing, and mechanical heating systems.
- Ability to read and interpret electrical wiring diagrams and hydraulic schematics.
- Methodical approach to fault finding and problem solving.
- Strong communication skills with confidence supporting professional installers over the phone.
- Ability to manage multiple cases and priorities effectively.
- Proficient in Microsoft Office and customer/service management systems.
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Desirable Skills & Experience
- Experience as a heat pump engineer, heating engineer, plumber, electrician, commissioning engineer, field service engineer, or technical support engineer.
- Relevant heating, plumbing, electrical, or heat pump qualification.
- G3 Unvented Hot Water qualification.
- Experience supporting OEM manufacturers, merchants, or installers.
- Familiarity with pre-plumbed cylinders, pumps, motorised valves, thermostats, sensors, immersion heaters, and heating controls.
- Experience with warranty investigations, complaints, and technical escalations.
- Knowledge of CRM, ERP, or service management systems.
- Understanding of ISO 9001 quality systems.
- Full UK driving licence.
What We Offer
- Competitive salary dependent on experience.
- Comprehensive product and technical training.
- Practical product familiarisation within our manufacturing facilities.
- Ongoing technical development and career progression opportunities.
- Support from experienced Engineering, Quality, Production, and Site Service teams.
- A collaborative working environment within a growing UK manufacturer where your expertise makes a real impact.
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