As part of the Customer Service Team you will be at the frontline of the business. Ultimately, your success will rest upon the delivery of the highest standards of service and customer satisfaction for the whole product range.
Specifically to provide comprehensive technical customer service support for the business, providing support and feedback on technical field issues, complaints and early warnings to drive manufacturing improvements, reliability and serviceability.
Role Responsibilities
- Provide market leading customer service and technical support to all of our customers across all of the product range
- Support the corrective actions process by highlighting customer issues and needs, providing feedback on early warning product failures
- Support the focussed returns process, providing timely products / parts back to help identify product failures and allow modifications to be completed
- Actively promote our additional services and products
- Seek the opportunity to reduce service costs, by ensuring
- Reduction in parts usage
- Maintaining correct van stock profile
- Focus on high first time fix rate
- Minimising the need for return visits
- Reducing downtime and improve efficiencies
- Provide support for complaint escalations
- Attend product update meetings and refresher training
- Work with the Regional Lead Engineer to improve customer satisfaction, service efficiency and the business profitability
- Comply with all Health and Safety documented processes
RELATIONSHIPS AND CONTACTS
Supervisory
- This position reports directly to a Regional Lead Engineer
Organization
- Frequent contact with all levels in departments including Customer Services, Technical Services, Sales and Marketing.
External Business
- Contact with customers at all levels including consumers, installers, contractors and Clients.
REQUIRED SKILLS AND EXPERIENCE
- Proven customer service experience.
- Basic knowledge of electrical and communication systems
- The ability to work alone and unsupervised
- Motivated to achieve business targets
- Self-motivated decision maker
- Must be solution oriented
- Good communication skills over all media
- PC literate
- Good organisational skills
- Disclosure and Barring Service (DBS) check
- Full driving licence
DESIRABLE SKILLS AND EXPERIENCE
- FIA Unit 5
- 18 th Edition BS7671
- Ability to service and maintain alarm / communication systems
Please apply with CV stating your earliest availability.