Overview:
My client is a market leader in their innovative sector of renewable technology The Technical Customer Experience Manager is responsible for ensuring that customers and partners receive an exceptional technical experience throughout the lifecycle of the company’s products, from installation and commissioning to long-term operation and service. Combining deep technical expertise with strong communication and relationship management skills, the role acts as a key bridge between field performance, partner capability, and internal product development.
The role will provide advanced technical support, oversee installer and service partner standards, assure installation quality, and lead root cause analysis of field issues. The TCEM will maintain a structured knowledge base, deliver training, and ensure that feedback from the field directly informs product improvements and service processes. By fostering trusted relationships with partners, proactively addressing technical challenges, and embedding a culture of quality, the TCEM will help maximise customer satisfaction, minimise product downtime, and strengthen brand reputation
Duties & Responsibilities
* Technical field support and troubleshooting.
* New installer screening, onboarding and training
* Installation quality assurance
* Root cause analysis and feedback to engineering
* Knowledge base and documentation management
* Customer communication and partner engagement
* Continuous improvement and reporting
Skills, experience and expertise
* Technical
* Leadership and management
* Communication and collaboration
* Problem solving and analytical skills
* Personal and organisational skills
Desirable
Experience of the HVAC industry
Personal attributes
* Self-motivation
* Integrity and ethics
* Emotional intelligence
* Open mindedness
* Resilience and adaptability
An in-depth Job description is available should the sifting criteria be met.
Our Referral Incentive:
Due to the high amount of interest that we receive for each of our roles unfortunately we cannot respond to each application individually, therefore if you do not hear back from us you have not been shortlisted for this role. Please continue to check our website for any other roles which may be of interest.
We offer a £500 referral if you introduce someone we place - see our website for details
We regret that this client is not prepared to sponsor work permit or work permit transfer applications. Candidates must be able to prove their eligibility to work in the UK