Product Support Specialist

To support, coordinate and administratively manage the post sales activities for commercial water treatment products (e.g. KalGuard) ensuring field engineers are effectively deployed, documentation is compliant, KPIs are met, and customers receive a high level of service. In addition, dealing with customer enquiries, particularly of a technical nature, to manage the post-sale process., Field Engineer Coordination & Scheduling

• Plan and schedule commissioning, service and maintenance visits for commercial engineers
• Allocate jobs based on engineer's availability, competence, location and site requirements
• Manage changes to schedules due to technical issues, site access issues, emergencies or priority works
• Act as the central coordination point between field engineers, customers and management
• Track job progress, ensure timely completion and closure within agreed SLAs and taking true ownership of the process

Technical Support (Office-Based)

• Provide first-line technical support for commercial systems to field engineers, installers and customers
• Review commissioning and service data to identify technical issues or performance deviations
• Support fault diagnosis remotely, using system data, photographs and engineer feedback
• Support resolution of customer concerns through structured technical responses i.e. Advice on correct installation, flow conditions, and system suitability
• Coordinate site access and communicate visit outcomes and corrective actions with clients, facilities managers and contractor
• Escalate complex technical issues to senior engineers or product specialist where required
• Support introduction of new product lines with the commercial portfolio.

Corrective Action & Performance Resolution

• Log, track and manage corrective actions arising from commissioning, servicing, or customer feedback
• Coordinate follow-up visits, system modifications or additional investigations
• Ensure root causes are identified and communicated to all stake holders
• Track corrective actions to closure and verify effectiveness
• Maintain corrective-action register and performance improvement log

Job Management & Administration

• Raise and manage job orders for commissioning, PPM and reactive service works
• Ensure engineers have all required site information prior to attendance (RAMS, permits, system details)
• Monitor completion and quality of service and commissioning reports
• Ensure all documentation is submitted, checked, and correctly filed in Sentinel systems
• Maintain accurate asset, performance and service records for installed KalGuard devices
• Maintain professional relationships with consultants, contractors and facilities teams

Do you have experience in Microsoft Excel?, * Experience in service coordination, technical administration or operational support

• Familiarity with structured corrective action processes
• Ability to understand and interpret technical data and engineering reports
• Strong problem-solving and corrective actions tracking skills
• Excellent organizational and communication skills
• Confident using service management or CRM systems
• Background in water treatment, HVAC, or building services and experience supporting physical water treatment technologies is desirable

Job Types: Full-time, Permanent

Pay: £27,000.00-£29,000.00 per year

Benefits:

• Bereavement leave
• Company events
• Company pension
• Cycle to work scheme
• Enhanced maternity leave
• Enhanced paternity leave
• Free parking
• Health & wellbeing programme
• Life insurance
• On-site parking
• Private dental insurance
• Private medical insurance
• Sick pay

At Sentinel Performance Solutions, we are proud to be a trusted leader in water treatment solutions for heating and hot water systems in residential and commercial buildings. Our innovative products and services help protect and optimize the performance of heating and cooling systems worldwide. As part of Aalberts hydronic flow control (Aalberts HFC), we benefit from the strength of a global group dedicated to mission-critical technologies for sustainable and energy-efficient systems. Together, we are driving progress in smarter, greener buildings.