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Warranty and Service Call Handler

Warranty and Service Call Handler

Posted 9 November 2021 by Lincat

Lincat is one of the world's leading names in commercial catering equipment. In short Lincat stands for quality. Allied to our vast experience is an ongoing commitment to customer satisfaction, research and development which has enabled us to deliver high quality products for over 40 years.

We are currently looking to recruit a Service Desk Administrator. The purpose of role is to ensure that the highest level of warranty and service support is provided to the customer. Troubleshooting issues and attempting to avoid the requirement for a call-out where possible. Handling warranty and service calls effectively and efficiently ensuring high levels of communication.

Key areas of responsibility include:

Provide first contact for telephone callers to the Service Desk, ensuring the highest standards of customer service at all times, and working within guidelines to minimise the number of site visits required by service personnel. This will include:

· Determining the reason for the call and applying the service visit avoidance procedures effectively to ensure that all necessary checks and troubleshooting procedures are undertaken.

· Providing general information requested, ensuring that no guidance or advice is given which breaches the guidelines detailed in the Guidance Notes

· Using judgement and guidelines provided in the Guidance Notes to know when to refer the client to the Technical Support Engineer, R & D or to the installer.

· Using judgement and guidelines provided in the Guidance Notes to determine whether goodwill or flexibility over out of warranty requests should be considered but never offering this to a client without first obtaining agreement from the Warranty and Service Desk Manager or Commercial Director.

· Ensuring that calls are logged and documented according to the procedures laid out in the Guidance Notes.

Raise requests for service visits when necessary and despatch engineers for follow up. This will include:

· Ensuring that any necessary parts required are ordered and that full details are provided on the data log.

· Completing and filing all documentation correctly, following the guidelines in the Guidance Notes.

· Issuing the despatch instruction

· Recording job sheets and parts used on the system once the project is completed and advising the client of the completion of the project.

· Obtaining authorisation from the client for additional works or cost recovery where required.

Ensure that all email enquiries are processed promptly and always within 2 working hours of receipt. This will include:

· Contacting the client to obtain further information if needed.

· Following the guidelines above with regard to service visit avoidance, provision of advice and referral.

· Correctly logging or appending the documentation according to the procedures in the Guidance Notes.

Ensure that the Warranty and Service Desk Manager is informed promptly of any call trends, recurrence of problems or faults on new products in order to enable the number of service visits to be minimised. Assist with collating statistics as required.

Develop and maintain own product knowledge required for the effective performance of the role utilising the team around you.

Support the improvement of the service team processes, supporting and suggesting new systems, procedures and documentation.

Work as a full team member by sharing knowledge and advice when required, covering for holidays by role re-allocation and carrying out any other duties, including project work, which may reasonably be requested of the role when required.

Take on responsibility for key National Accounts as required, to maintain the client’s dedicated website.

Supporting the company with remote working OOH cover on a rota basis including weekends and bank holidays.

Qualifications, Knowledge, Skills, Experience

· Excellent telephone manner and the ability to build a good rapport with a wide range of customers

· Able to work calmly under pressure and to deal competently and empathetically with others who may be angry or experiencing frustrating circumstances

· Competent IT skills, able to use Word and Excel and other software as required. The ability to type at reasonable speed whilst speaking to customers on the phone is essential.

· Ability to understand and retain basic product information following training

· Good customer service or warranty related background is desirable.

· An interest in manufacturing or industrial catering equipment would be desirable.

· An appreciation of UK geography would be desirable, but not essential.

Hours of work will be Monday to Friday - 37.5 hours per week

Required skills

  • Communication Skills
  • Answering Telephones

Reference: 44650857

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