Overview IMI plc We are a global specialist engineering company that creates breakthrough solutions. We are curious and like to solve problems, partnering with our customers to solve the demands of today and prepare for the challenges of tomorrow. We embrace innovation and care about outcomes that are good for business, everyday life and making a better world – creating lasting impact for everyone. We design, build and service highly engineered products in fluid and motion control applications. We focus on five market sectors: Industrial Automation, Process Automation, Climate Control, Life Science and Fluid Control, and Transport. Our partnership approach breaks through problems and reduces complexity. We don’t invent in isolation – we collaborate with our customers. We listen closely and we think differently, creating space for diverse minds to innovate. We are working together to make businesses safer, more sustainable and more productive. Role Overview Heatmiser is founded on unmatched product quality and support. In alignment with our ambitious growth plans, we are seeking a Technical Sales Support Manager to help accelerate our business. This role will also strengthen a key area that sets us apart, Technical Support. You will drive product and feature enhancements by collaborating closely with internal stakeholders and effectively representing the voice of the customer. As a Heatmiser employee, you will be expected to work in accordance with IMI values and adhere to local health, safety, and environmental (HSE) policies, as well as Quality standards, to ensure we maintain the highest standards at all times. Work Environment : This position will be on-site at our Blackburn, UK facility. Key Responsibilities Provide multi-channel technical support (phone, email, chat) for diagnosing, troubleshooting, and resolving issues related to residential heating systems, including electrical malfunctions Support installation, inspection, testing, and maintenance of HVAC systems, ensuring compliance with safety and building codes Collaborate with engineers, architects, and project managers to integrate HVAC systems into building designs and provide technical documentation Deliver exceptional post-sale customer service, resolving complex technical issues and managing customer expectations with strong problem-solving skills Develop and deliver technical training for customers, including course content creation and product demonstrations for both novice and expert users Stay current with product updates and provide technical specifications, compatibility information, and alternative solutions to support customers and sales teams Lead and manage the Technical Support Advisor team, including onboarding, coaching, performance monitoring, and fostering a culture of continuous improvement Contribute to business growth by supporting sales with commercially viable solutions and collaborating cross-functionally to enhance products and services Critical Competencies For Success Technical Expertise: Certified electrician with a strong understanding of plumbing and heating systems, capable of adapting Heatmiser controls to meet regulatory standards Thermodynamics Knowledge: Solid grasp of thermodynamic principles for effective troubleshooting of heating systems Electrical & Plumbing Systems: Proficient in managing wiring, controls, and plumbing integration for HVAC systems HVAC Software Proficiency: Familiarity with HVAC design and diagnostic software tools Troubleshooting & Problem Solving: Strong ability to diagnose and resolve technical issues efficiently and independently Customer Relationship Management: Skilled in building and maintaining strong relationships with clients and stakeholders Communication Skills: Excellent verbal and written communication skills for clear, persuasive technical support and collaboration Certifications & Training: Holds relevant qualifications such as NVQ/SVQ in Plumbing, Heating, and Ventilation, City & Guilds certification, and professional credentials (e.g., ASHRAE) are highly valued What We Offer A competitive benefits package including a company pension scheme, healthcare plan, vocational training opportunities, and more. Health & Safety The physical demands described within the Key Duties & Responsibilities section of this job description are required to perform the essential functions of this position. Reasonable accommodations may be made for individuals with disabilities. Please contact your local HR representative to discuss the specific Work Conditions and Physical Requirements of this role. Health, Safety, and Environmental Duties – At IMI, we are all personally committed to protecting our people, minimising our impact on the environment, the communities we operate in and our company. All members of our workforce have the duty to ensure the health, safety and welfare of themselves, others, and the environment. Every employee is expected to follow all HSE operating procedures, also to challenge any observed behaviours or unsafe acts. Code of Ethics IMI requires the highest standard of ethics in all business dealings, particularly with customers, suppliers, advisors, employees, and the authorities. In accordance with the IMI Way: Our Code of Responsible Business. Changes To This Job Description IMI may amend this job description in whole or in part at any time. IMI is an equal opportunity employer. Qualified applicants will be considered without regard to age, race, creed, colour, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, or veteran status.