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Technical Customer Experience Manager
Job Posted: a day ago
Salary: £ 65,000 - 65,000 / Annum
Job Type: Permanent
Location: Edinburgh
Expire in: a month
Job Description
Job Title: Technical Customer Experience Manager
Salary: £65,000 per annum
Job Type: Full Time, Permanent
Location: UK (Including a mix of field-based, office, and remote working)
About us:
At Sunamp we are on a mission to transform the way we generate, store and use heat in our homes and businesses, to help us all make a significant impact on climate change. To do this, we develop and manufacture heat batteries which use phase change materials to provide heat and hot water.
The Role:
The Technical Customer Experience Manager is responsible for ensuring that customers and partners receive an exceptional technical experience throughout the lifecycle of the company's products, from installation and commissioning to long-term operation and service. Combining deep technical expertise with strong communication and relationship management skills, the role acts as a key bridge between field performance, partner capability, and internal product development.
The role will provide advanced technical support, oversee installer and service partner standards, assure installation quality, and lead root cause analysis of field issues. They will maintain a structured knowledge base, deliver training, and ensure that feedback from the field directly informs product improvements and service processes. By fostering trusted relationships with partners, proactively addressing technical challenges, and embedding a culture of quality, the Technical Customer Experience Manager will help maximise customer satisfaction, minimise product downtime, and strengthen brand reputation
Key Responsibilities:
Resolve escalated technical issues and provide remote/onsite support
Vet, onboard, and train installer and service partners
Lead installation audits and maintain quality standards
Conduct root cause analysis and feed improvements into product and process development
Maintain knowledge bases, technical documentation, and training materials
Build strong relationships with partners to proactively solve technical challengesWhat we're looking for:
Strong technical background, ideally in heating, HVAC, or related systems
Experience in troubleshooting complex systems and supporting field teams
Excellent communication and relationship management skills
Proactive, solution-oriented mindset with attention to detailQualifications:
Current up to date electrical qualification
Current up to date relevant H&S / CDM qualification
Current up to date plumbing qualification
Current up to date HVAC qualification
A full clean driving licenseWhy Sunamp?
Join a fast-growing, innovative business committed to low-carbon technology and quality excellence. Make a tangible impact on product performance, partner success, and customer satisfaction while developing your career in a supportive, collaborative environment.
Please click on the APPLY button to send your CV for this role.
Candidates with the relevant experience in the fields of: HVAC Engineer, Field Services Engineer, Installation Engineer, Maintenance, Services Engineer, Refrigeration and Airconditioning Engineer should apply for this roleBefore You Apply
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