JOB TITLE: Technical Support Specialist
LOCATION: Head Office, Naas Road, Dublin 12
CONTRACT TYPE: Permanent Full-Time
REPORTING TO: Service Manager
About Us:
Part of the Wolseley group of companies, the Hevac Group is one of Ireland's leading commercial, industrial, and high-density residential HVAC systems providers. We supply heating and cooling products and systems to the building services market via HVAC Contractors and Consultancy Practises, adding value with our in-house product specialists and engineers. We have the ability to supply a full project package from capital plant equipment to the distribution pipework.
The Hevac Group is the only company in Ireland that can offer this total project capability under one roof and has been at the forefront of new technologies and trends for many years.
The Role:
We are looking for a proactive and customer-focused Technical Support Specialist to join our growing team. In this role, you'll be the first point of contact for technical queries, providing expert support to customers, Field Engineers, and internal teams. You'll troubleshoot issues, guide users through solutions, and ensure a high standard of service delivery.
The Person:
The ideal candidate will thrive on helping others, enjoy technical challenges, be a clear communicator and a pro-active team player.
Key Responsibilities:
* Uphold the company values at all times.
* Provide first-line technical support, fault-finding and troubleshooting assistance to our customer base and service network on our complete product portfolio.
* Diagnose and resolve hardware, software, or system issues related to our range of products.
* Escalate complex issues to senior engineers or product teams when necessary.
* Maintain accurate records of customer interactions, warranties and technical issues on our CRM system
* Assist in the creation of user guides, FAQs, and technical documentation.
* Collaborate with service, engineering, and sales teams to ensure customer satisfaction.
Skills and Experience:
* A qualification in engineering or a related technical field.
* Proven experience in a technical support or helpdesk role, ideally in HVAC products.
* Strong problem-solving skills and a logical approach to troubleshooting.
* Excellent communication skills with the ability to explain technical concepts clearly.
* Familiarity with CRM systems.
* Ability to work independently and manage multiple priorities.
* Professional level of English, both written and oral.
* The right to live and work in ROI on a permanent basis.
What we offer:
* Competitive Salary (DOE).
* Annual bonus scheme.
* 21 days Annual Leave increasing with service.
* Occupational Pension Scheme.
* Life Assurance and Critical Illness Cover.
* Employee Assistance Programme.
* Health and Lifestyle Screening Programme.
* Comprehensive Training and Support.
* Access to a great range of online and high street discounts.
* Career Advancement: All our roles are advertised internally and we encourage internal progression right across the business.
* A friendly, collaborative and supportive team environment in a well-established and successful company.
Hevac group are equal opportunities employers.
Please note: We do not require the assistance of recruitment agencies at this time.