Technical Support Engineer

Job Title: Technical Support Engineer
Location: WMFTS WM - UK - Bickland Water Road
Location Type: Hybrid
Website: https://www.wmfts.com/en/
Group: https://www.spiraxgroup.com/

Watson-Marlow Fluid Technology Solutions is part of Spirax Group, a FTSE100 and FTSE4Good multi-national industrial engineering Group with expertise in the control and management of steam, electric thermal solutions, peristaltic pumping and associated fluid technologies.

When you join us, you will be integrated into a cooperative and encouraging team, participate in challenging yet critical work, and experience ongoing growth opportunities to help you achieve your full potential. Visit our website to learn more.

Job Summary:
We are seeking a talented and motivated Technical Support Engineer to join our dynamic team.

Key Responsibilities:

Role Summary

Are you a technically minded problem-solver who enjoys helping customers get the very best from innovative products? As a Technical Support Engineer, you'll play a vital role in delivering exceptional technical support for Watson-Marlow products across a global customer base.

Working closely with our sales teams, distributors, Approved Service Centre's, customers, and internal departments, you'll be a trusted technical expert, providing guidance on product performance, maintenance, fault diagnosis, repairs, spare parts, and applications. You'll help ensure customers receive timely, accurate and commercially sound support while contributing to continuous improvement initiatives that enhance our products, processes and overall customer experience.

This is a varied and rewarding role that combines technical expertise, customer interaction and cross-functional collaboration. You'll have opportunities to work with colleagues across engineering, product management, production and service teams, while also supporting customers and partners around the world, which can include delivering or attending training or attending site visits in the UK or worldwide.

What you’ll be doing

Providing expert and commercially aware technical support, problem solving and guidance to sales teams, distributors, Approved Service Centres, internal stakeholders and customers, ensuring enquiries are resolved accurately, within agreed service levels, and appropriately recorded. 

Diagnosing product faults and performance issues, identifying effective solutions and communicating recommendations and outcomes to customers and stakeholders. 

Assist with the customer repair process from initial enquiry through to completion, including preparing quotations, coordinating repair authorisations, product returns and logistics to ensure a professional customer experience. 

Creating, maintaining and distributing technical and support documentation and parts kits for internal and external audiences. 

Collaborating with Engineering, Product Management, Production and Service teams to investigate technical issues, resolve root causes and drive continuous product and process improvements. 

Delivering technical training, guidance and knowledge-sharing to colleagues, distributors and Approved Service Centre personnel. 

Supporting the continuous improvement of departmental processes, systems and performance standards while providing flexible cover across the AfterSales function as required.

Who you’ll be working with

• Internally you will be working with a wide variety of colleagues, including Sales teams, Engineering teams, Product Management, Production and Service teams

• Externally you will be working with a wide variety of contacts, including distributors, suppliers and sometimes directly with our customers.

Skills/Experience:

This is what you’ll need to be successful in this role

A resilient and adaptable approach, with the ability to perform effectively in a fast-paced and demanding environment.

Strong communication and interpersonal skills, with the confidence to engage, influence and collaborate with a wide range of internal and external stakeholders while maintaining commercial awareness.

A proactive, self-motivated and solution-focused mindset, with a commitment to continuous improvement and delivering positive outcomes.

A solid engineering background, ideally supported by an HNC in Engineering with a focus on electronics, electronic control systems or a related discipline, or equivalent practical knowledge and experience.

Good analytical and problem-solving skills, with the ability to assess technical issues and identify effective solutions.

Strong IT skills, including proficiency in Microsoft Excel, Word and PowerPoint.

The ability to work independently, manage priorities effectively and maintain high levels of accuracy and attention to detail.

Desirable…

Experience working with industrial control systems, including Ethernet/IP, Profibus or similar communication protocols and networks.

Experience with PLC-controlled industrial systems and associated control technologies.

At Watson-Marlow, we believe in taking care of our colleagues. We offer a generous benefits package, including:

• A competitive salary
• Flexible working arrangements
• A generous holiday allowance
• Three days’ paid volunteering leave
• Additional support and benefits through our Everyone is Included Group Inclusion Plan

Everyone is Included at Spirax Group
We are passionate about creating inclusive and equitable working cultures where everyone can be themselves and achieve their full potential. For us, that means supportive teams and strong relationships where everyone’s contribution is valued - across social and cultural backgrounds, ethnicities, ages, genders, gender identities, abilities, neurodiversity, sexual orientation, religious beliefs, and everything else that makes us human and unique.

We want everyone to be able to make their difference here, so we will always consider requests for flexible working.

We know that everyone needs some extra help from time to time too, so we have introduced a range of additional benefits through our Group Inclusion Commitments. These include

• Gender-neutral parental leave
• 15 days of extra paid caregiver leave
• Paid time off and support for anyone experiencing pregnancy loss or domestic abuse
• Menopause-friendly workplace principles and more

Learn more at spiraxgroup.com/inclusion.

We are also a Disability Confident Committed Employer. If you would like to apply using this scheme, please select this option in our application form.

We are an equal opportunity employer committed to fostering an inclusive and diverse workplace. We encourage candidates from all backgrounds to apply.

If you require accommodations during the application process, please let us know.

Company Overview
At Watson-Marlow Fluid Technology Solutions, part of Spirax Group, we are driven by innovation and are dedicated to creating an inclusive workplace where everyone is empowered to make a difference. As a world leader in manufacturing peristaltic pumps and associated fluid path technologies for the life sciences and process industries, we offer a wide range of products, including tubing, specialised filling systems and products for single-use applications.

Our shared Purpose is to create sustainable value for all our stakeholders as we engineer a more efficient, safer and sustainable world. Our technologies play an essential role in critical industrial processes and industrial equipment across industries as diverse as Food & Beverage, Pharmaceutical & Biotechnology, Power Generation, Semiconductors and Healthcare. With customers in 116 countries, we provide the solutions that sit behind the production of many items used in daily life, from baked beans to mobile phones!

Our inclusive culture and Values, unites us, guides our decisions and inspires us everywhere that we operate. We support our colleagues to make their difference for each other as well as customers, communities, suppliers, our planet and shareholders by creating a truly equitable working environment where everyone feels included.