Job Title: Remote Optimisation Engineer

Job Location: Ashby-de-la-Zouch

Shift Pattern: 4 days on 4 days off 6-6 or 10-10 with 2/4 days on site

Overview:
We are looking for a skilled and motivated Remote Optimisation Engineer to join our team. In this role, you will be responsible for providing remote technical support to clients across various sectors, focusing on helpdesk management, basic remote energy investigations, and remote Planned Preventative Maintenance (PPM). Your efforts will contribute directly to energy efficiency and decarbonisation goals, supporting a sustainable and greener future.

Key Responsibilities:

• Manage helpdesk tickets and ensure all client requests are addressed within internal Service Level Agreements (SLAs).
• Serve as the first point of contact for clients, delivering high-quality support to minimize downtime in their business operations.
• Ensure appropriate escalation of customer concerns when necessary.
• Produce internal reports summarizing issues, activities, and resolutions.
• Perform administrative data entry and system updates in internal and external CAFM software.
• Execute remote PPM service works according to an annual schedule of deliverables.
• Handle remote maintenance activities on pre-start checks, time schedules, set points, supervisory software, and configuration of remote software backups.
• Assess and resolve building energy efficiency issues through remote interventions.
• Prepare and issue remote PPM service reports after each maintenance session.
• Professionally communicate with stakeholders, including clients and third-party vendors.
• Conduct fault diagnosis and allocate reactive or time and materials (T&M) work to the appropriate resources.
• Undertake reactive dial-ins to troubleshoot and resolve controls issues.
• Support onsite engineers with fault resolution as necessary.
• Manage incidents through third-party portal processes.
• Perform basic energy investigations using analytics tools (e.g., store overheating/cooling, passing valves).
• Implement operational measures to optimise HVAC, lighting, or refrigeration systems using software tools such as IQ Vision/Headend graphics.
• Contribute to the growth of the business through skill development and knowledge-sharing.
• Foster a collaborative and supportive team environment.
• Build and maintain influential relationships with external stakeholders.
• Demonstrate a strong commitment to the company's values of sustainability and net-zero goals.
• Assist in the continuous collaboration and innovation efforts within the organisation.
• Promote and uphold health, safety, and wellbeing standards in the workplace.
• Adhere to company policies, guidelines, and standard operating procedures.
• Act as a role model for professionalism, teamwork, and positive morale at both internal and external events.

Essential Skills, Knowledge, and Attributes:

• Basic/Intermediate understanding of HVAC and mechanical plant operations.
• Demonstrated ability to troubleshoot and diagnose faults at a basic/intermediate level.
• Competent with BMS programming software tools.
• Awareness of energy performance targets and the impact of energy efficiency measures across client sites.
• A proactive attitude with a strong drive, energy, and passion for sustainability.
• Flexible, positive, and committed to high standards of work.
• Promotes inclusivity and teamwork within the organisation.

Key Result Areas:

Communication and Stakeholder Management:

• Ensure all received telephone calls and emails are handled professionally and promptly.
• Assist in completing customer reports and satisfaction surveys.
• Utilize data analytics tools to identify energy-saving opportunities.
• Effectively distribute calls to appropriate teams or individuals.
• Ensure customer tickets are addressed within agreed timescales.
• Maintain accurate records and provide regular reports to management.

Knowledge Management:

• Contribute to the creation of new analytical rules or algorithms.
• Identify and report any deviations from agreed energy-saving targets.
• Coordinate with the service administration team to ensure proper planning of engineering resources.
• Follow customer PPM processes through to completion, including billing and closure.

Qualifications and Experience:

• Previous experience in a similar role or relevant field is preferred.
• A basic understanding of energy management, controls, and mechanical systems is essential.
• Strong troubleshooting skills, especially related to HVAC and BMS systems.
• Excellent communication and customer service skills.
• Proficiency with CAFM software and analytics tools.
• Ability to work independently and as part of a collaborative team.

Carbon60, Lorien & SRG - The Impellam Group STEM Portfolio are acting as an Employment Business in relation to this vacancy.