After Sales Support Executive

Techtronic Industries (UK) Limited is part of the global TTI group, who are world leaders in cordless technology. TTI manufacture and sell power tools across the world. TTI UK distributes Milwaukee and Ryobi products through a variety of channels to retail customers and end users. We continue to grow in an established and stable market.

An exciting opportunity has become available to join our Operational Team within After Sales. With an exceptional team to support you, you will have the confidence and resources to provide professional front line technical support to all of our customers across our brands.

As an After Sales Technical Support Executive, you will be at the forefront of responding directly to customers technical enquiries, offering them the correct information to offer a first time resolution.

Establishing and nurturing solid professional relationships with all our customers and Service Partners, whilst consistently offering a best in class level of service, will be key in ensuring we continue to deliver Operational Excellence. You will manage the customer journey at varying touchpoints whilst installing a level of ownership that provides the best customer experience.

Being PC literate you will have the determination and skills to utilise all resources available in finding the best outcome for the customer to surpass their expectations whilst aligning to our terms and conditions, and our statutory obligations.

You’ll be organised, have strong communication skills, and have the ability to adapt to ever changing demands and needs. You will be self-aware with the ability to manage self-development and look for opportunities to enhance your skills.

Main Responsibilities:

• Offer a best in class technical support function to all our customers, with a drive to seek a first time resolution.

• The ability to read and understand technical drawings and data ensuring the correct information is provided.

• Develop and nurture professional relationships with all warranty service agents, dealers and key stakeholders.

• Apply a level of ownership to all customer interactions.

• Authorisation of product collections and arranging repairs under warranty

• Identify opportunities for the business to be cost-effective and seek out opportunities to drive efficiency, enhancing Operational Excellence.

• Adapt a flexible approach to help support departmental projects from concept to delivery.

• Strive to improve knowledge on new products, and own personal development.

• Willingness to travel to parts of the UK when the need may arise.

Desired Skills and Experience:

• Minimum 1-2 years of experience in After Sales Support

• Excellent interpersonal skills to enable effective communication at all levels within the organisation

• Understanding of relevant legislation including Consumer Rights Act and Distance Selling Regulations

• A self-motivated, passionate, and enthusiastic approach to work and providing excellent customer service. Excellent communication skills, both oral and written

• Outstanding verbal communication skills and with experience of dealing with challenging customer complaints Strong data entry, typing and analytical skills

• Professional and empathic approach to resolving issues

• An understanding of returns and queries processes within a customer support environment.

• Competent in Excel, Word, and Outlook.

• Knowledge of SAP would be advantageous

• CRM experience