Technical and Development Manager

• Lead the alignment of UK Technical Support processes with global standards, including transition into the LN10.7 ticketing system.
• Utilise KPIs and operational data to identify process inefficiencies, internal bottlenecks, and opportunities to improve customer responsiveness.
• Develop Armstrong Technical Support Engineers through structured development plans, training matrices, and global technical training programmes.
• Mentor and develop office-based technical support capabilities, particularly in Building Management Systems (BMS), to strengthen long-term customer support solutions.
• Provide technical assistance to customers via telephone, remote support, and on-site visits where required.
• Enhance team capability to resolve issues remotely through improved technical questioning techniques and broader HVAC system understanding.
• Improve technical documentation and support materials for engineers and customers to aid fault diagnosis and issue resolution.
• Conduct annual performance and development reviews, setting objectives and monitoring progress against agreed goals.
• Oversee UK warranty processes, ensuring effective cost control, customer satisfaction, and alignment with global systems and procedures.

Armstrong Employed Engineers – Training, Development & Support

• Support the UK Service Manager in the recruitment, onboarding and technical assessment of Armstrong employed engineers.
• Contribute to engineer development plans through competency assessments and identification of training needs.
• Lead the implementation of individual training matrices and facilitate delivery of Armstrong’s global technical curriculum.
• Strengthen BMS capability within the engineering team through external training providers and collaboration with global technical teams.
• Implement and lead toolbox talks and technical knowledge-sharing sessions to support continuous learning and collaboration.

• Provide on-site technical leadership and customer support through to issue resolution while balancing commercial considerations.
• Minimise warranty costs and manage technically sensitive situations to achieve positive customer and business outcomes.
• Collaborate with sales teams and customers to develop commissioning strategies for major projects, ensuring delivery within programme and budget constraints.
• Work alongside the Service Manager to prioritise engineering resources for critical and commercially sensitive activities.
• Act as the primary escalation point for significant technical and service delivery issues, leading resolution activities through site visits, meetings, and stakeholder engagement.
• Manage internal escalations to the UK Senior Leadership Team, ensuring clear communication of risks, impacts, and business considerations.
• Lead cross-functional collaboration to resolve technical and operational issues effectively and efficiently.

To thrive in this role, you should bring

• Degree, HNC/HND, or equivalent qualification in Mechanical Engineering, Building Services, HVAC, or a related discipline.
• Proven experience in a technical leadership, service management or development-focused role within HVAC, pumps, building services, or related industries.
• Strong background in technical support, fault diagnosis, commissioning, and service operations.
• Experience managing third-party service providers, subcontractors, or partner networks.
• Demonstrated experience developing technical teams through coaching, mentoring, and structured training programmes.
• Experience managing customer escalations and commercially sensitive technical issues.
• Understanding of warranty management processes and service-related cost control.
• Experience using CRM, ERP, or technical ticketing systems such as LN10.7 or equivalent.

• Strong leadership and people development capabilities.
• Excellent communication and stakeholder management skills.
• Ability to build collaborative relationships internally and externally.
• Strong customer focus with a proactive and solution-oriented mindset.
• Commercial awareness and ability to balance technical and business priorities.
• Effective problem-solving and decision-making skills under pressure.
• Strong organisational skills with the ability to manage multiple priorities.
• Ability to influence and drive continuous improvement initiatives.
• High level of accountability, professionalism, and attention to detail.

• Strong technical knowledge of HVAC systems, pumps, hydronic systems, and associated controls.
• Understanding of Building Management Systems (BMS) and system integration principles.
• Experience with commissioning, troubleshooting, and fault-finding methodologies.
• Knowledge of technical support processes and service delivery optimisation.
• Ability to analyse KPIs and operational performance data to drive improvements.
• Familiarity with warranty processes, root cause analysis, and corrective actions.
• Experience developing technical training materials and delivering technical training.
• Proficiency with Microsoft Office applications and technical/service management systems.

Why Armstrong Fluid Technology?

By joining us, you’ll become part of a global community dedicated to pushing the boundaries of fluid-flow technology while upholding Armstrong's commitment to sustainability.

You’ll have endless opportunities to learn, grow, and make a significant impact on the world.

Together, we'll build tomorrow’s solutions today.