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Product Support Representative

2 months ago

Peterborough, United Kingdom Innova Solutions Full time

Technical Support Representative

Location: Peterborough, Cambridgeshire

Contract- 12 Months (Hybrid)


Flexible working arrangements will be considered for this role, in-line with the needs of the business.


The Opportunity

A position is available for a Technical Support Representative (known as a Product Support Rep - PSR) within the Product Support team within IPSD. As the PSR you will contribute to enhanced customer loyalty through effective understanding of the Perkins distribution network, network and direct Original Equipment Manufacturer (OEM) customer base.


You will provide the distribution team with critical customer requirements that need to be addressed to ensure distributor product support growth through effective service capability and efficiency in each market segment. You will be recognised as the lead in customer issue management from a Product Support perspective.


Job Responsibilities and Duties:

  • Accountable for identification, analysis and resolution of needs and problems in assigned territory
  • Develop and meet expectations; deliver results, identify and recommend alternative courses of actions, make timely decisions
  • Advise on and recommend ways to enhance customer loyalty
  • Apply decisions to support and develop product sales, dealer effectiveness, overall segment growth, NPI process, process improvement, warranty policy, etc.
  • OEM Product Support account management
  • Distributor Product Support account management
  • Dealer Product Support account management
  • Customer issue resolution lead
  • Warranty management/adjudication
  • Travel commitment will be up to 25%


Skills and Experience:

  • Candidates will have gained the following skills and experience through previous roles:
  • A university degree or equivalent experience in a related role
  • Ability to work independently and communicate effectively.
  • Technical knowledge/understanding of the products