Technical Service/Support Leader - Engineering Manufacturer
- Oxford, Oxfordshire
- £35,000 - £45,000 per annum
- 3 applications
- Job type: Permanent, full-time
- Date:
- Reference: 23021546
Oxfordshire based outdoor power equipment manufacturer due to a period of expansion is now seeking to recruit an experienced Technical Support Leader to join their growing engineering department. This position will play a key role in achieving the goal of making customer service a competitive advantage, and building “astounded customers.”
In this role you will answer technical customer enquiries and resolve complaints related to the use of Outdoor Power Equipment, as well as perform related services. Special assignments may be available, relative to customer channel, products, and duties which may have unique requirements for communication skills level of technical ability, and authority.
Essential Duties and responsibilities:
• Converse with customers by telephone or electronic means regarding product set-up, operation, special applications, part replacement, and diagnosis of malfunction. Some cases may require onsite dealer or customer visits to assist with quick resolution of failures.
• Ask questions geared to solving reported problems. Follow equipment identification through Technical Publication system to accurately identify product documentation. Subsequently read and translate technical material in a manner that effectively communicates proper use and maintenance of the company’s products, and process orders.
• Assist customers with use of Internet based applications.
• Follow established guidelines, rules, and procedures as defined by management. Use judgment to evaluate need for exceptions to policies to meet customer expectations.
• Communicate and support other departments to resolve issues, including Production, Quality, Engineering, Sales, Equipment Ordering, Accounting, and Order Fulfillment.
• Plan and execute dealer service schools annually either at the factory or offsite dependent on dealer location.
• Repair and problem solve returned units in the factory based workshop when solutions cannot be found through the dealer.
• Travel to dealers to assist with complex technical issues and to provide training support to dealer technical staff
• Ensure warranty statements and warranty policies are simplified and aligned with corporate standards
• Implement and lead a product liability process
• Lead online data improvements including improved access to online content by both dealers and end users
• Participate and support continuous improvement initiatives throughout the company.
You must have the ability to read, analyze, and interpret general business periodicals, professional journals, technical publications, or governmental regulations. The ability to write reports, business correspondence, and procedure manuals and, the ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
This job may have supervisory responsibilities of a Warranty Service Representative
Essentially you will have 5+ years telephone and/or face to face Technical Customer service experience, ideally within outdoor power equipment however, a related product such as agriculture or technical consumer products would be suitable – Please note that the IT Channel, telecoms or chemical based products are not suited to this role
It is essential that you have a good Mechanical Aptitude, proficient keyboard skills and be a car driver/owner due to the location of this facility and also about 30% of this role will be based on dealer and customer sites
Equation Recruitment is an equal opportunities employer and operates as an employment agency for permanent recruitment and an employment business for temporary recruitment. Replying to this advert means that you provide us with authorisation to add you to our database in case we have other roles which may suit your skill set.
We thank you for your application, however due to the high number of applications being received, only those shortlisted will be contacted. For more details on Equation Recruitment and our current vacancies, please visit or contact our Candidate Manager on .
In this role you will answer technical customer enquiries and resolve complaints related to the use of Outdoor Power Equipment, as well as perform related services. Special assignments may be available, relative to customer channel, products, and duties which may have unique requirements for communication skills level of technical ability, and authority.
Essential Duties and responsibilities:
• Converse with customers by telephone or electronic means regarding product set-up, operation, special applications, part replacement, and diagnosis of malfunction. Some cases may require onsite dealer or customer visits to assist with quick resolution of failures.
• Ask questions geared to solving reported problems. Follow equipment identification through Technical Publication system to accurately identify product documentation. Subsequently read and translate technical material in a manner that effectively communicates proper use and maintenance of the company’s products, and process orders.
• Assist customers with use of Internet based applications.
• Follow established guidelines, rules, and procedures as defined by management. Use judgment to evaluate need for exceptions to policies to meet customer expectations.
• Communicate and support other departments to resolve issues, including Production, Quality, Engineering, Sales, Equipment Ordering, Accounting, and Order Fulfillment.
• Plan and execute dealer service schools annually either at the factory or offsite dependent on dealer location.
• Repair and problem solve returned units in the factory based workshop when solutions cannot be found through the dealer.
• Travel to dealers to assist with complex technical issues and to provide training support to dealer technical staff
• Ensure warranty statements and warranty policies are simplified and aligned with corporate standards
• Implement and lead a product liability process
• Lead online data improvements including improved access to online content by both dealers and end users
• Participate and support continuous improvement initiatives throughout the company.
You must have the ability to read, analyze, and interpret general business periodicals, professional journals, technical publications, or governmental regulations. The ability to write reports, business correspondence, and procedure manuals and, the ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
This job may have supervisory responsibilities of a Warranty Service Representative
Essentially you will have 5+ years telephone and/or face to face Technical Customer service experience, ideally within outdoor power equipment however, a related product such as agriculture or technical consumer products would be suitable – Please note that the IT Channel, telecoms or chemical based products are not suited to this role
It is essential that you have a good Mechanical Aptitude, proficient keyboard skills and be a car driver/owner due to the location of this facility and also about 30% of this role will be based on dealer and customer sites
Equation Recruitment is an equal opportunities employer and operates as an employment agency for permanent recruitment and an employment business for temporary recruitment. Replying to this advert means that you provide us with authorisation to add you to our database in case we have other roles which may suit your skill set.
We thank you for your application, however due to the high number of applications being received, only those shortlisted will be contacted. For more details on Equation Recruitment and our current vacancies, please visit or contact our Candidate Manager on .
