My Technical Agent Analyst - ITS

TK Elevator’s service and maintenance operations are supported by our International Technical Services network (ITS): a global network of research centres and product experts dedicated to providing high-level technical support for our competitors’ elevators and escalators.

Join International Technical Services (ITS) in Manchester and help us shape how AI and digital technology support elevator and escalator engineers across Europe and Africa.

My Technical Agent (MyTA) is our developing AI-enabled technical support capability, designed to make technical knowledge easier to access and help field engineers find the information they need when solving problems on equipment.

We are looking for an experienced elevator or escalator engineer who understands what good technical support looks like in the real world — and wants to use that experience to help develop the next generation of digital technical support.

Based within ITS Manchester, you will work alongside field engineers, technical specialists, digital teams and international stakeholders to evaluate MyTA, challenge its technical outputs, identify gaps in knowledge and help ensure the information provided to engineers is accurate, relevant, accessible and actionable.

This is not a traditional field engineering role. Your technical experience becomes the foundation for something different: helping us translate years of engineering knowledge, fault-finding experience and technical documentation into an increasingly intelligent support capability that can be used across our international field organisation.

As an ITS My Technical Agent Analyst, your day-to-day responsibilities will include:

• Monitor and evaluate MyTA performance and the quality of its technical responses.
• Review AI-generated technical information for accuracy, relevance, clarity & practical usefulness.
• Use your elevator and/or escalator engineering experience to challenge outputs that don't make technical sense or could lead an engineer in the wrong direction.
• Analyse user feedback, enquiries and support data to identify recurring issues, knowledge gaps and opportunities for improvement.
• Work with technical specialists to improve the quality & structure of information available to MyTA
• Identify patterns in field enquiries that may indicate wider technical, documentation, training or product-support requirements.
• Help translate complex engineering knowledge into clear information that can be effectively consumed through digital support channels.
• Develop reporting and visualisation tools that help us understand how MyTA is being used and where it creates value.
• Work with international ITS and field organisations to understand different technical-support requirements across Europe and Africa.
• Support the development and validation of new AI-enabled technical-support use cases.
• Contribute to digitalisation, analytics and innovation projects across ITS.
• Help establish appropriate quality and governance principles as our use of AI-enabled technical support continues to develop.

Ultimately, your role is not simply to tell us whether MyTA is working. It is to help us understand how to make it better..

• NVQ Level 3 or 4 qualification in Elevators and/or Escalators, or equivalent relevant technical qualification/experience.
• Strong technical knowledge of elevator and/or escalator systems and fault-finding processes.
• Practical experience diagnosing technical problems and identifying appropriate solutions.
• Strong analytical and problem-solving capability.
• Confidence questioning information and investigating when something doesn't appear technically correct.
• Ability to communicate complex technical information clearly to both technical and non-technical audiences.
• Strong attention to detail and commitment to technical accuracy.
• Ability to work independently while contributing effectively within a multidisciplinary team.
• Curiosity, initiative and willingness to learn new technologies and ways of working.
• Experience that would be advantageous
• Previous technical-support or field-support experience.
• Experience producing or maintaining technical documentation.
• Exposure to data analysis, reporting or visualisation.
• Experience delivering technical training or transferring knowledge to other engineers.
• Experience working across different countries, products or technical organisations.
• Familiarity with digital tools, AI-enabled systems or knowledge-management platforms.
• Additional language capability.

We are not looking for an engineer who already knows everything about artificial intelligence.

We are looking for an engineer who knows their craft, asks good questions and is interested in discovering how technology can make technical expertise available to many more people.

• Competitive salary and performance-related bonus opportunity.
• 34 days' holiday including bank holidays.
• Company pension scheme.
• Health Cash Plan, allowing claims towards eligible healthcare costs including dental, optical and physiotherapy.
• Life Assurance Scheme.
• Employee Assistance Programme.
• Access to health and wellbeing services.
• Employee benefits and recognition schemes.
• Ongoing technical and professional development.
• Opportunities to work alongside technical, engineering, digital and data specialists across Europe and Africa.
• Exposure to emerging AI, analytics and connected-equipment technologies.
• Career development within an international organisation.
• The opportunity to play a meaningful role in shaping how AI-enabled technical support develops within ITS.