Overview
Working closely with our client, a market leader in the supply of ancillary equipment to the plastics industry, we are looking for a Technical Support Engineer to support continued business growth.
Benefits
- Company pension contribution of 5%
- 25 days holiday + bank holidays with additional day holiday for every 2 years of service (up to a maximum of 5 extra days)
- Access to Smart Health App
- Free eye test every 2 years
- Enhance Maternity and Paternity pay
- Death in service cover 2x salary rising to 4x after 5 years of service
- Income protection cover after 1 year of service
- Access to free and confidential independent financial advisor
- Will Writing Benefit
- Mon‑Fri working week, 14:30 finish on a Friday
Remit
- This position could suit a skilled Mould Process Engineer or Service Engineer or Maintenance Engineer with good communication skills looking to progress into a technical support role
- An excellent opportunity for a skilled technical moulding professional with strong knowledge of plastics processing ancillary equipment and cooling systems
- The successful Technical Support Engineer will act as a 'Hotliner' providing technical support as the first point of contact for customers, engineers and sub‑contactors
Role
- Act as the primary technical contact for inbound hotline calls
- Ensure issues are captured correctly, diagnosed efficiently and routed appropriately
- Provide immediate guidance and remote resolution where appropriate
- Own each issue from first contact through to resolution or formal handover
- Ensure customers are not passed between departments or left in communication loops
- Prioritise work based on technical urgency and impact
- Identify trends, repeat failures and early indicators of asset decline
- Reduce reactive escalation by resolving issues earlier and more accuratelyHighlight opportunities for preventative maintenance, customer training or optimisation, upgrades or replacements
Experience Requirements
- Proven experience in a technical support or field service role an advantage
- Strong technical understanding of plastics processing equipment and/or process cooling systems is essential
- Proven ability to diagnose faults verbally and remotely
- Confident troubleshooting across Windows and/or Linux environments, networking fundamentals (IP addressing, DNS, DHCP, VPNs, firewalls) and hardware diagnostics
- Ability to read, interpret, and act on logs, error codes, and system alerts
Professional & Personal Capabilities
- Clear, confident communicator with both technical and non‑technical stakeholders
- High level of ownership, accountability, and decision‑making confidence
- Strong attention to detail with accurate ticketing and technical documentation
- Commercial awareness of service delivery, parts usage, and asset lifecycle value
- Calm, effective, and organised when working under pressure
- Comfortable operating in a fast‑paced environment with competing priorities
Key Words
- Technical Support Engineer
- Field Service Engineer
- Cooling Service Engineer
- Technical Hotliner
- Plastics
- Injection Moulding
- Ancillary Equipment
- Process Cooling Engineer
