Navien UK
Technical Helpdesk Heating Engineer
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We are expanding our Technical Support team.
What we offer?
- Competitive salary
- Lovely team
- Off tools PAYE employment.
Contract
- Full-time, permanent, PAYE
Hours
- Monday–Friday, 8:00am–4:30pm
- Plus paid Saturday technical-support rota
Package
- 22 days' holiday (+ bank holidays + 1 Navi Day)
- Pension
- Bonus
- Private health (after qualifying period)
The role
Provide high-quality technical support for Navien's domestic boilers and hot water products across the UK and Ireland. Working as part of our Technical Helpdesk team, you'll deliver expert pre- and post-sales support to customers, installers, service engineers, and merchants, helping to resolve technical issues quickly and efficiently.
You'll provide remote fault diagnosis, manage warranty enquiries, support field engineers and service partners, and occasionally assist with installer training sessions and technical events.
Key duties
- Provide technical support via telephone and email to customers, installers, service engineers, and internal teams.
- Diagnose and troubleshoot faults remotely on domestic boilers and hot water products.
- Process warranty claims and coordinate engineer and service partner dispatch using internal systems.
- Register products for warranty and maintain accurate customer and product records.
- Respond to customer complaints and warranty enquiries professionally and in line with company procedures.
- Support field engineers, service partners, and sales colleagues with technical advice.
- Maintain accurate system data and contribute to departmental KPIs.
- Attend product training and technical development sessions.
- Support installer events and training when required.
- Participate in the Saturday technical support rota.
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What we're looking for
- Proven experience in a technical support or service role within the heating industry.
- Strong fault-finding and diagnostic skills, ideally with 5+ years' experience working on boilers or heating products.
- Knowledge of air source heat pump (ASHP) technology.
- Current ACS Core & Boiler qualifications (CCN1, CENWAT) – desirable.
- Oil qualifications – advantageous.
- Strong communication and customer service skills.
- Good IT skills and experience using CRM or service management systems.
- A proactive, team-focused approach with excellent problem-solving ability.
- Desirable: Air Source Heat Pump or F-Gas Category 1 certification.
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Benefits
- Competitive salary plus paid Saturday overtime.
- 22 days' holiday, rising after 2 years (+ bank holidays + 1 Navi Day).
- Company pension (post-probation).
- Private health insurance (after qualifying period).
- Performance bonus.
- Ongoing training and development within a growing global manufacturer.
Ready to join a growing manufacturer and use your technical expertise in a customer-focused support role? Apply now with your CV and a brief cover note sent to HR@navienuk.com
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