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MER Remote Support Engineer

Arcus FM

Role overview

Qualifications

  • NVQ Level 3 in Refrigeration or City Guilds equivalent
  • F-Gas Category 1 certification
  • Expertise in commercial refrigeration within the Service Maintenance sector
  • Advanced IT literacy, particularly strong proficiency in MS Word and Excel

Responsibilities

  • Triage Work Orders across multiple clients to ensure efficient deployment by the Planning team
  • Make remote adjustments to refrigeration and HVAC system control set points to improve efficiency
  • Produce clear, innovative reports suitable for varied technical audience levels
  • Support refrigerant management tasks and ensure REFCOM compliance through accurate tracking

Key facts

Hard skills

HVAC Design Performance Analysis Triage Order Management Control Systems Cross-Functional Collaboration Customer Centricity

Other skills

  • Computer Literacy
  • Microsoft Word
  • Microsoft Excel
  • Problem Reporting
  • Problem Solving
  • Self-Motivation
  • Adaptability

About the company

Arcus FM logo

Arcus FM

Facilities Services

Arcus is driven by over 4,500 people. We bring together the unique skills, knowledge and experience that our clients really value. Many of our clients employ people who serve millions of their own customers. Those companies, and the people who work for them, rely on us to keep them going. This is why it is so important that our people are supported, empowered and connected. At Arcus, we start with our people and their individual roles, recognising how each one contributes to our success. We help companies keep working. We fill gaps with our skills and expertise. And we do it in a way that is simple for our clients to understand and use. In our years of continuous growth, we’ve worked collaboratively and in partnership with our clients to ensure that our culture remains one of simplicity. Our behaviours are aligned to encourage our people to share ways of doing something better, saving time, effort or money. We are always open to new ideas and better ways of working. We want our people to focus on doing things better: simply, well and with passion. Our brand is about more than just adverts, logos and taglines. Our brand is about our people and bringing them together as advocates for Arcus. Our brand is something we do, not just something we are. It’s in how we behave, how we look, what we do and how we do it. To grow successfully we believe in what we do, believe in how we do it, and believe in what we can achieve. It is not just what we do that makes us standout, it is how we do it that makes us truly different.

Company details

IndustryFacilities Services
Company size1001 - 5000

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Job description

Why Join Us:

Looking for a fresh challenge with an award-winning facilities management company?

 

We are seeking a proactive and technically skilled Refrigeration Technical Remote Support Engineer (Nights) to join our Mobile Delivery team. This is a critical role supporting our Field & Planning teams around the clock, ensuring smooth triage, technical support, and operational efficiency across multiple client portfolios.

 

Working NIGHTS (Mon-Fri 8pm to 6am) as part of a dynamic Remote Support function, you will analyse performance trends, optimise engineering workloads, and help shape a cross-functional support model that spans Refrigeration, HVAC, RHICS and M&E disciplines.

 

This role offers the flexibility to work from the Redditch office or home. If you work from home there will be occasional to travel to our office in Redditch, Worcestershire.

 

If you thrive in a fast-paced environment, enjoy problem-solving, and have a strong refrigeration background, we would love to hear from you.

 

What’s in it for you?

 

Benefits include:

 

  • Competitive Salary - Up to £49,995 (dependent on experience) including £3,495 Shift Allowance 
  • 25 days annual leave, plus bank holidays
  • Enhanced overtime rates for additional earnings – All overtime is paid as time and a half 
  • Annual bonus (up to 4%) - subject to performance
  • Group personal pension scheme of matched contributions between 5% and 6%
  • Life Assurance 
  • Health cash plan

If you have a full valid UK driver’s license, refrigeration engineering experience, and want to progress your career with an award-winning FM provider then read on….

About the Job:

As a MER Remote Support Engineer, you will:

Technical Triage & Remote Operations

  • Triage Work Orders across multiple clients to ensure efficient deployment by the Planning team.
  • Make remote adjustments to refrigeration and HVAC system control set points to improve efficiency and reduce nuisance alarms.
  • Identify the correct RIHCs competency for Work Order allocation.
  • Support triage and performance improvements for cold stores, including reducing door usage.

Reporting & Performance Analysis

  • Produce clear, innovative reports suitable for varied technical audience levels.
  • Compile regular performance reports for MER clients and stakeholders.
  • Undertake proactive trend analysis, offering recommendations to relevant delivery teams.
  • Own and deliver seasonal and winter dashboard reporting to highlight operational risks and opportunities.
  • Create seasonal field performance insights to support management decision-making.

Compliance & Operational Support

  • Support refrigerant management tasks and provide cover for RMT during absences.
  • Ensure REFCOM compliance through accurate tracking of refrigerant usage.
  • Assist new starters with app access, technical setup and login issues.
  • Collaborate with the Redditch team to confirm daily Gantt charts ahead of deployment.
  • Contribute towards developing a cross-functional M, E & R remote support team (HVAC, RHICS, M&E).
To be successful you will have::

Qualifications

  • NVQ Level 3 in Refrigeration or City & Guilds equivalent.
  • F-Gas Category 1 certification.

Technical Skills

  • Strong technical communication skills with field engineers.
  • Expertise in commercial refrigeration within the Service & Maintenance sector.
  • Experience with control systems including RDM, Carel, Danfoss, and RCS.
  • Understanding of refrigerant legislation and associated reporting requirements.
  • Advanced IT literacy, particularly strong proficiency in MS Word and Excel.
  • Experience producing, evaluating, and presenting technical reports.
  • Comfortable collaborating with software development teams on system enhancements.

Personal Attributes

  • Ability to work under pressure and meet strict deadlines.
  • Flexible approach to working patterns, including additional hours or shifts during peak periods.
  • Customer-focused with experience in professional service environments.
  • Self-motivated, proactive and committed to continuous learning and development.
  • Willing to travel occasionally for training as required.

Why Join Us?

This role offers an excellent opportunity to work at the heart of a dynamic technical support environment, influencing engineering efficiency and delivering real value across our field operations. You’ll work with modern systems, contribute to ongoing innovation, and be part of a supportive, cross-functional team.

 

Benefits include:

  • Salary: 
  • Bonus: Up to 4%, dependent on performance
  • Group personal pension scheme of matched contributions between 5% and 6%
  • Life Assurance 
  • Funded Training Sponsorship Scheme
  • Health cash plan

If you’re ready for your next challenge and have the technical expertise to excel in this role, we’d love to hear from you.

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Marcus Rivera

Chief Revenue Officer

m.rivera@company.com
linkedin.com/in/marcusrivera
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