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Technical Service Executive

3 months ago

Lincoln, Lincolnshire, United Kingdom SuperFOIL Insulation Full time

1.

POSITION IDENTIFICATION:
-
Title: Technical Services Executive

-
Reports to: Technical Services Manager / Technical Services Supervisor
-
Working alongside: Technical Services Team Leader, Technical Services Executives, Customer Services Executives, Internal Sales Executives

2.

RESULT STATEMENT:


The Technical Services Executive is committed to providing robust technical support to users or clients, ensuring prompt resolution of enquiries, and maintaining the company's reputation for technical excellence and reliability.

They play an instrumental role in troubleshooting, documenting, and resolving technical challenges while upholding a customer-centric approach to support the company's sales initiatives.


3.

WORK LISTING:

Strategic Work:

  • Collaborate with the team to share insights and feedback, facilitating continuous improvement in technical support delivery.
  • Stay updated with the latest product or service updates, ensuring accurate and uptodate knowledge support.

Tactical Work:

  • Document and report recurrent technical issues, aiding in the development of a knowledge base or FAQ section.
  • Work closely with other technical team members to resolve complex issues or challenges.
  • Participate in training sessions and workshops, continually enhancing technical and soft skills.
  • Engage in projects, contributing to the refinement of support processes, tools & documentation. I.e. install guides, Uvalue templates, etc etc

4.

STANDARDS:

Quantity:

-
Support Ticket Management: Handle a specified number of support tickets per day/week while maintaining a focus on quality resolution.
-
Lead Management: Contact and engage with at least 95% of allocated leads within our targeted 8 hour SLA.

Quality:

-
Solution Handling: Provide accurate and effective solutions to technical enquiries, ensuring solutions are in line with company policies and product guidelines.
-
Technical Tool Proficiency:Exhibit proficiency in using company-prescribed technical tools, helpdesk systems, and software.
-
Continuous Improvement: Implement processes to continuously improve the quality of technical documentation and customer satisfaction rates.

Behaviour:

-
We do great things together: Engage actively in team projects, pooling together skills and resources to achieve collective goals. Recognize the value of individual contributions and promote a synergistic work environment to achieve exceptional results.
-
We are always improving:Continuously seek opportunities for personal and professional development. Embrace innovative ideas and strategies, ensuring products, services, and team dynamics reflect the highest standards.
-
We find a better way:Challenge traditional methods by exploring and implementing improved solutions. Encourage an open-minded approach, welcoming novel ideas that enhance efficiency and effectiveness.
-
We get things done: Initiate and drive tasks to completion with diligence and responsibility. Address challenges head-on, ensuring consistent delivery and fulfilment of commitments.
-
We value everyone:Treat all colleagues with respect, valuing their input and recognizing their unique contributions. Foster an environment where diverse voices are heard, acknowledged, and integrated into the team's collective success.

Job Types:
Full-time, Permanent

Salary:
From £25,000.00 per year

Benefits:

  • Additional leave
  • Casual dress
  • Company events
  • Company pension
  • Employee discount
  • Free parking
  • Health & wellbeing programme
  • Onsite parking

Schedule:

  • Monday to Friday
  • No weekends

Ability to Commute:

  • Lincoln (required)

Ability to Relocate:

  • Lincoln: Relocate before starting work (required)

Work Location:
In person

Application deadline: 26/02/2024

Expected start date: 04/03/2024