My Technical Agent Analyst - ITS (AI)

Location: Wythenshawe, Manchester, England, United Kingdom

Company

Supports urban mobility through elevators, escalators, passenger-movement technologies, and international technical services.

What you will do

• Monitor MyTA performance and evaluate the accuracy, relevance, clarity, and practical usefulness of its technical responses.
• Review AI-generated technical information using elevator and escalator engineering expertise, challenging outputs that are technically incorrect or could mislead engineers.
• Analyse user feedback, field enquiries, and support data to identify recurring issues, knowledge gaps, and documentation, training, or product-support needs.
• Work with technical specialists and international ITS and field organisations across Europe and Africa to improve technical information and support requirements.
• Develop reporting and visualisation tools to understand MyTA usage and value, and support analytics, digitalisation, and innovation projects.
• Help develop and validate AI-enabled technical-support use cases and establish appropriate quality and governance principles.

Requirements

• NVQ Level 3 or 4 in Elevators and/or Escalators, or equivalent relevant technical qualification or experience.
• Strong technical knowledge of elevator and/or escalator systems, fault-finding, and practical diagnosis of technical problems.
• Strong analytical and problem-solving skills, with confidence questioning information that appears technically incorrect.
• Ability to communicate complex engineering information clearly to technical and non-technical audiences.
• Strong attention to detail, technical accuracy, independent working ability, and effective multidisciplinary collaboration.
• Curiosity, initiative, and willingness to learn new technologies and ways of working.

Nice to have

• Technical-support or field-support experience.
• Experience producing or maintaining technical documentation.
• Experience with data analysis, reporting, visualisation, technical training, or knowledge transfer.
• Experience working across countries, products, or technical organisations.
• Familiarity with digital tools, AI-enabled systems, or knowledge-management platforms; additional language capability.

Culture & Benefits

• Competitive salary with a performance-related bonus opportunity.
• 34 days of holiday including bank holidays, plus a company pension scheme.
• Health Cash Plan, Life Assurance Scheme, Employee Assistance Programme, and access to health and wellbeing services.
• Ongoing technical and professional development with career opportunities in an international organisation.
• Opportunity to work alongside technical, engineering, digital, and data specialists across Europe and Africa.
• Exposure to emerging AI, analytics, and connected-equipment technologies.