NIBE’s customer care is an extremely important part of its operations, and Mike is instrumental in ensuring this runs smoothly. “I see my role as brand protection,” says Mike, “taking into consideration all the different elements that ensure both installers and end users have a good experience with NIBE.

NIBE heat pumps, installed by NIBE Pros, have an extended seven-year warranty. Even out of warranty, the company still provides support and has recently launched its new ‘FlexiServ’ servicing plan, which allows NIBE heat pump owners, new or existing, to spread the cost of annual servicing over the course of a year. Part of Mike’s role is ensuring all these consumer support mechanisms run smoothly from a technical point of view.

Mike has always worked in the HVAC sector and ran his own HVAC business for a number of years, providing installation and maintenance support for high profile clients, including major hotel chains. COVID led to work drying up and after an enjoyable year at home with his kids, he was keen to start a new chapter.

“I wanted something office-based,” said Mike. “After years working out in the field, I was looking for a more structured role and better work/life balance. When I worked for myself, there was a lot of travelling, early starts and late nights.”

Mike initially came to NIBE as an Internal Technical Engineer, but quickly progressed to Technical Supervisor and then Head of this department. Mike had experience managing people through multi-trade installations and training apprentices for his own business. He describes himself as ‘diplomatic’.

Mike explains what attracted him to NIBE: “I really like NIBE’s focus on people, that we all feel part of a team working towards a common cause. Everyone pulls the same weight, whatever department they work in.

“My favourite part of the role is the challenges associated with a growing business. The technical side of things is second nature to me, but working in a fast-paced and evolving company is exciting. I really enjoy managing people too – I spent 15 years on my own in a van, so having people around me is a welcome change!

“I have worked with heat pumps for over 20 years, but up until recently, the commercial sector saw the greatest heat pump take-up. Things have shifted dramatically over the last five years. Funding from Government and legislation like the Future Homes Standards, which makes heat pumps a necessity for almost all new builds, have helped push the domestic market forward.

“Despite rising interest, the UK is still in its infancy compared to the rest of Europe, but in the next five years I see heat pumps becoming far more commonplace. We’re lucky at NIBE UK to have the experience of an established Swedish company behind us. The heat pump market at Head Office is very mature – everything’s electrified in Sweden and has been for many years.

“Going forward, even as NIBE expands, for me, looking after installers will always be extremely important – they are our brand ambassadors, entrusted with installing our products to the highest standards.

“We get good feedback from heat pump engineers. The majority that I talk to view our products as installer friendly, and they appreciate the technical support we provide. Our technical desk is run by experts, there is no call centre at NIBE It’s not just installers that like NIBE – our Trustpilot rating from homeowners is excellent; a direct reflection of our products and the service we provide to support engineers.

“Overall, I like NIBE’s Ground Source Heat Pumps (GSHPs) the best. The new S Series range in particular; the smart controls and WiFi capabilities are industry beating – other manufacturers just aren’t there yet. I like to think of NIBE as the Mercedes or BMW of heat pumps.”

The association with NIBE is a family affair - Mike’s Heat Pump engineer Dad, Stephen Dungworth, also works for NIBE – Mike’s his boss!

What's the best thing about working at NIBE? 

The people and job role

How long have you been working with heat pumps? 

22 years

What helps you keep motivated? 

Helping staff, the work and challenge of the job role

What qualifications do you have? 

NVQ Level 2/3, 2079 Class 1 Safe Handling of Refrigerants, NVQ Level 2 Business and Administration, CSCS, SPA Passport.

What do you do in your spare time? 

Watch motor racing, play guitar, video gaming

Are you a cat or dog person? 

Both, but prefer dogs

What's your favourite TV show or film? 

Band of Brothers / Saving Private Ryan

Does pineapple belong on pizza? 

100% pineapple belongs on pizza and a gammon steak.

What advice would you give your younger self? 

Nothing I wouldn’t be who I am today without the experiences.

What’s your favourite food? 

Steak and ale pie or Sunday roast.

What’s your favourite drink? 

Pepsi Max……with dark spiced rum.