Due to continued business growth Munters Data Centre Technologies have a fantastic opportunity to join our technical team based at our state of the art manufacturing facility in Cork, Ireland.
The successful candidate will lead our technical support and technical training functions, supporting our DCT product portfolio worldwide.
The role will encompass the following areas.
· Manage all aspects of internal and external product and technical support.
· Manage the team of technical support engineers.
· Provide advanced technical support on mission critical HVAC equipment.
· Lead troubleshooting and diagnosis for complex issues relating to but not limited to refrigeration circuits, control systems, and communications.
· Coordinate with design, R&D, and field service teams to resolve critical issues.
· Support commissioning, performance verification, and warranty investigations.
· Write and develop scripts and supporting technical detail to support the project teams in delivering industry leading commissioning delivery on site.
· Ensure that all support requests are dealt with in a timely manner and within KPI’s
· Escalate technical support cases where required to SME’s within the business.
· Develop and maintain a robust product and technical training strategy to meet the needs of the business.
· Develop and maintain service documentation and technical bulletins supporting our equipment portfolio.
· Write and develop technical training materials for delivery to both internal staff, service partners and external customers as required.
· In conjunction with the EMEA digital team, develop and maintain a digital delivery strategy enabling training content to be self-delivered by clients and internal staff.
· Develop and maintain structured training programs including classroom sessions, online modules, and factory-based workshops.
· Develop tools to help customers self-diagnose field issues.
· Deliver training courses to internal team members and customers.
· Support product development within the business by providing customer feedback
· Assist the product engineering teams in authoring operation manuals, troubleshooting guides, and control system documentation.
· Coordinate technical knowledge sharing across all the EMEA data centre teams.
· Manage training facilities, demonstration rigs, and software simulation tools.
· Prepare management reports and recommendations based on technical data and service trends.
· Work with project managers and senior project managers where required to deliver project related commissioning works to the highest standard in accordance with project requirements.
· Seek out maintenance and service opportunities from new and existing customers.
· Maintain professional, courteous conduct and appearance at all times.
· Foster a culture of teamwork, accountability, and excellent customer service.
· Provide first line field technical support for the field service team, service operations manager and service and after sales manager.
· Provide training mentorship for the field service teams.
· Provide feedback to factory QAQC teams and investigate QAQC issues where required.
· Deliver exceptional customer service by handling technical enquiries, resolving issues, and ensuring timely service.
· Assist service and after sales manager in training new engineers.
· Play an active role in the apprenticeship program mentoring and developing apprentices.
You will also be expected to carry out any additional duties that may be assigned to you by your manager from time to time.