Technical Support Engineer

About Facultatieve Technologies Facultatieve Technologies is a global leader in cremation and incineration systems, delivering environmentally responsible and technically advanced solutions to customers worldwide. Guided by our mission - Leading with Integrity, Innovating with Purpose, Prioritising Sustainability - we design, manufacture and service high-performance systems trusted in over 20 countries. With more than 140 years of engineering heritage and a strong commitment to safety, quality and continuous improvement, we are proud to set the standard in our industry. About the role We are seeking a Technical Support Engineer to join our team at Moor Road, Leeds. The role centres on providing technical support to customers and field engineers in the operation, diagnosis, fault-finding, and repair of the equipment supplied by the company. The role is responsible for ensuring the safe, reliable, and efficient operation of our equipment while delivering a high standard of customer service and technical support. What You'll Be Doing

• Take ownership of customer issues from initial report through to resolution, ensuring timely updates and effective communication throughout.
• Research, diagnose, troubleshoot, and identify effective solutions to resolve technical and system issues.
• Follow established procedures to escalate unresolved or complex issues to the appropriate internal teams.
• Accurately log, update, and maintain records of customer and employee queries using JITBIT and NetSuite.
• Work closely with field engineers to provide technical support and assist with the investigation and resolution of on-site issues.
• Ask targeted questions to quickly identify the root cause of customer issues.
• Provide remote technical support via telephone, email, or other communication channels, guiding customers through diagnostic and fault-finding procedures where appropriate.
• Prioritise and manage multiple technical support cases simultaneously, ensuring customer expectations and business priorities are met.
• Develop and maintain technical documentation, including procedures, manuals, technical notes, and knowledge base articles.
• Configure, program and test PCs for contract and spares department requirements, ensuring correct system setup and adherence to delivery schedules and deadlines.
• Work collaboratively with management and colleagues to identify, implement, and drive continuous improvement initiatives that enhance product reliability, customer satisfaction, and operational efficiency.
• Build and maintain effective working relationships with customers, engineers, suppliers, subcontractors, and internal departments.
• Liaise with suppliers and third parties during the investigation and resolution of technical issues.
• Ensure all work is carried out in accordance with company policies, safety procedures, quality standards, and relevant legislation.
• Support the continuous improvement of product reliability by identifying recurring issues and contributing to root cause analysis and corrective actions.
• Provide technical feedback to Engineering and Product Development teams to support product improvements, reliability and future design enhancements. What We're Looking For Essential:
• Electrical Engineering qualification to a minimum of NVQ Level 3 Advanced Apprenticeship (or equivalent).
• Proven experience working within a technical, electrical, or industrial manufacturing environment.
• Experience supporting PLC-controlled equipment and industrial control systems.
• Full, clean UK driving licence. Desirable
• Mechanical engineering knowledge or experience.
• Experience working within the cremation, incineration, or thermal processing industry.
• Experience with gas and/or oil-fired burner systems.
• Familiarity with Mitsubishi PLCs (Q Series, FX Series) and GX Developer/GX Works software.
• Working knowledge of SCADA systems.
• Understanding of ISO 9001 Quality Management Systems and associated procedures. Working Pattern & Travel Full time, 37.5 hours per week (Shift work). Monday-Friday- 06:00-14:30, 08:30-17:00, 14:00-22:30 Saturday- 08:00-17:00 (when on rota) Salary: £30,000-£35,000 per annum. What We Offer
• 24 days' annual leave, increasing with length of service, plus bank holidays
• Festive December shutdown
• An additional paid day off for your birthday
• Competitive pension scheme with company contributions matched up to 5%
• Company sick pay
• Life assurance at 6x your annual salary
• Health Shield wellbeing support and health care cash plan.
• Employee Assistance Programme (EAP) offering confidential advice and support
• Bi-annual access to an independent pensions advisor
• Electric vehicle salary sacrifice scheme
• Cycle to Work scheme
• Free on-site parking
• Dress Down Fridays
• The opportunity to work for a business with a strong commitment to sustainability and environmentally responsible practices