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Whitewater Group is a leading provider of innovative and sustainable water treatment engineering systems operating in Ireland, UK, and across Europe in the Data Centre, Pharma, Power, and Industrial sectors. We specialize in designing, installing, commissioning, and maintaining water treatment solutions to meet our clients' specific needs. Our team is dedicated to delivering high-quality, cost-effective engineering solutions that prioritize safety, reliability, and environmental sustainability.
Whitewater Group is headquartered in Bray, Co. Wicklow, with a satellite office in Naas, Co. Kildare. We also operate from European bases in Spain, Sweden, Italy, and the UK, with plans to open further offices in Finland, Denmark, and Germany. The group is experiencing significant growth due to its focus on off-site construction methods (OSM) for delivering turnkey projects, minimizing on-site construction time.
Role Description
Due to continued expansion, we now seek a Technical Support Lead to join our Services Department, providing support to both our engineering and administrative teams. Reporting directly to the Services Director, this role will be responsible for overseeing the daily operations of our technical support function, ensuring smooth and efficient service delivery. The ideal candidate will be self-motivated with a high level of energy, capable of working independently and in team environments. This position demands a detail-oriented work style, excellent oral and written communication skills, and a proactive attitude.
Main Duties and Responsibilities
1. Act as the primary point of contact for technical issues within the Services Department, working closely with the Services Director to ensure timely resolution and high customer satisfaction.
2. Provide expert technical support to customers via phone, email, and on-site visits as necessary, including resolving escalated issues.
3. Collaborate with the Procurement team to coordinate the purchasing of goods and equipment for the service department.
4. Oversee the coordination and effective management of Field Service Engineers in partnership with the administrative team.
5. Maintain clear and consistent communication with Field Service Engineers to ensure timely resolution of all technical queries.
6. Ensure all department activities adhere to industry standards, environmental regulations, and company health and safety policies.
7. Review and discuss all technical maintenance reports with service engineers, highlighting and addressing any follow-up recommendations.
8. Maintain and continuously improve technical documentation, including service manuals, SOPs, and internal knowledge base articles.
9. Support the onboarding and training of new team members; conduct regular development reviews and ensure all training aligns with business objectives.
10. Possess strong troubleshooting, analytical, and organizational skills, thriving under pressure in a fast-paced environment.
Required Skills and Experience
* Mechanical or Electrical qualifications are desirable but not essential.
* Previous experience working with water treatment technologies such as membranes, ion exchange, CDI, filtration, chemical dosing systems, and UV systems is highly advantageous.
* Proven leadership capabilities with strong decision-making skills.
* Excellent verbal and written communication skills, with the ability to engage effectively across teams and with clients.
* Strong analytical and problem-solving abilities, with a practical and solution-focused mindset.
* Ability to work independently and collaboratively within a team environment.
* Proficiency in Microsoft Office applications (Excel, Word, Outlook), SharePoint, and familiarity with CRM or ERP systems such as SAGE is preferred.
* Must have the legal right to work within the EU.
Benefits include a competitive salary for the right candidate, pension scheme, life cover, annual bonus, and opportunities for career progression within a rapidly growing company.
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