Location: Marlow, Buckinghamshire
Salary: £30,000 - £35,000
Job Type: Full Time, Permanent
Benefits: 10% bonus, 5% Pension, Healthcare, Dental, Life Assure
The company, a world leader in innovation, manufacturing and marketing of consumer goods within the power tool sector, is looking for Client Support / AftersalesSpecialist with a technical product background or engineering experience.
The successful candidate will manage the Technical Support team, provide technical support for escalated issues, support quality investigations, and manage key reporting areas.
Manage the Technical Support team supporting all queries, telephone calls and emails to ensure the team delivers a high standard of customer service to ensure high customer satisfaction
Actively manage team development by identifying individual training requirements and maintain high performance through coaching and performance management
Ensure the team administer the warranty & goodwill policy in the best interests of the company and the customer
Set KPIs to monitor team performance
Perform Quality & Warranty audits of service agents who deal with product faults and issues on our behalf
Monitor service agents to ensure the network is appropriately trained to make warranty repairs and report service output
Ensure adherence to brand service guidelines
Support Quality investigations, including gathering of information and follow up of customer cases
Support the warehouse re-working process by partnering with our Germany engineering dept when there are product issues
Management of key reporting areas e.g. warranty & goodwill cost, quality analysis, time to repair etc.
Provide management reporting content in a timely manner as required by the Service Manager
Background in Engineering or PowerTools
Previous Experience in Customer Service/Client Relations
Understand of technical specifications and problem solving
Excellent telephone manner
Strong IT skills
Sound interesting? Click apply to send your CV.
Candidates with previous job titles and experience of; Aftersales Specialist, Technical Product Specialist, Customer Service Lead, Technical Support Team Leader, Product Specialist, After-sales Assistant, Technical Assistant, After Sales Advisor, Customer Representative may also be considered for this role.
- Customer Representative
- Product Specialist
- Technical Assistant
- Aftersales Specialist
- After Sales Advisor
- Technical Support Team Leader
- Technical Product Specialist
- Customer Service Lead
- After-sales Assistant
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