Technical After Sales Service Advisor, Rugby

(Manufacturing)

Salary range c £28,000 per annum

Position function:

• Our client is committed to creating and operating a first-class technical and aftersales service to its customers. Machines will be repaired fast, reliably and safely, and communication to customers will be timely and of high quality. The aftersales service will impress all who visit and will be an asset to the company.

• Target SLA - 80% of warranty machines at our client's premises for less than 48 hours.

• A key role in providing the highest quality after-sales service and related technical service to our client's customer base.

• The main focus is the customer experience from Aftersales repair, machine calibration, software maintenance, and other technical support.

Working Relationships:

The role is positioned alongside a team of Aftersales Engineers and effective integration with these colleagues is key. The position reports to the UK Aftersales Manager and will involve regular contact with technical colleagues in France as well as all members of the UK team. Externally the position will require daily contact with distributors and end users.

Technical support

Provide fault-finding and technical support to customers over phone and email

Advise customers on the best course of action to resolve technical issues.

Liaising with Aftersales or Sales Engineers

Liaising with customers to return machines for repair

Organise Couriers for collection of machines from customer sites

Quote and sell replacement parts

Liaise with the sales team or escalate issues with management as and when required

Liaise with our After Sales in France

Reporting

Review data and produce regular reporting for team and management

Flag up problematic machines

Workshop organisation

Manage Spare Parts Store

Maintain stock of key parts

Re-organise the area when needed

Ensure stock coming in or out is recorded correctly

Manage stock of loan machines

Record and follow-up shipment of machines out for loan

Replace / add machines to loan fleet when needed

Booking in and out of Customer Machines

Issue and process repair quotations

Calibration

• Calibrate relevant equipment prior to sale

Software Management

• Control the implementation of software updates

• Update new machines in stock and demo machines

• Ensure Aftersales machines are updated

Other Technical

• Provide technical support to the Sales Teams for pre-sale product knowledge and occasional training.

• Ensuring Health & Safety policies are adhered to at all times.

Skills required:

• After Sales Service experience

• Manufacturing experience

• Previous Customer Services experience

• Previous experience within Technical Parts or Tooling Industry

• Good MS Office skills

• Excellent communication skills