Technical Service Engineer

3 weeks ago

Guildford Surrey, United Kingdom Damia Group Full time €36,000

Technical Help Desk Engineer - Onsite / Guildford - £36,000 p/a

The Client

Our client has become one of the fastest growing companies in the home comfort sector in the UK and North America and has established itself as the leader in condensing technology, providing condensing tankless water heaters, combi-boilers, and wall-hung boilers.

PURPOSE OF THE ROLE

With a clear focus on customer awareness and the commercial aims, provide technical and customer service support on appliances. All of which will be undertaken in the office within the customer service team to the highest standards of safety and customer satisfaction.

Provide technical support on the products to homeowners, installers, service engineers and sales staff.

Duties

  • Support the Technical / Service help line with high quality pre & post sales technical support to external and internal customers through multiple communication channels, including weekend phone call rota cover.
  • Handle all incoming enquiries by phone and email and deal with them quickly and efficiently
  • Deal positively with customer complaints, speedily resolving these in the most cost effective way whilst ensuring that high levels of customer satisfaction are maintained.
  • Support the company promotions by keeping the data up to date.
  • Provide customers with product and service information.
  • Register boilers for warranty on in house System and arrange warranty documentation to be sent to customers by post or email where required.
  • Manage process of raising jobs with Service Agents. This includes raising jobs with agent on in house system.
  • Meet all standards and KPI’s set for the department
  • + other ad hoc duties
  • As part of a team, play a pro-active role in achieving personal and group objectives. The jobholder will also need to communicate effectively ideas, views, and initiatives with team members and management.

KEY SKILLS REQUIRED

  • Strong technical background with previous experience, 5 Years minimum within the gas industry or 2+ years working in a Technical Helpdesk Engineer position
  • Strong process and procedural understanding
  • Demonstrate initiative and willingness to take on responsibilities and challenges
  • Self-motivated and enthusiastic
  • Very good computer skills

Nature and Scope

The job demands that the Technical Help Desk Engineer to be office based with the minimum of supervision and will need to be highly self motivated.

To meet the increasing customer expectations there will be a need to work flexibly.

When dealing with customer complaints, the Technical Help Desk Engineer will need to take action to resolve these problems speedily in the most cost effective manner while enhancing the customer view of the organisation.

The Technical Help Desk Engineer will need to be aware of the commercial aims and objectives.

Whenever appropriate, Technical Help Desk Engineer will identify and attempt to satisfy customer’s genuine requirements for additional products and services available and other businesses associated with the client.

Operating independently on a day to day basis, the Technical Help Desk Engineer will need to recognise that they operate as part of a team.

Strong emphasis is placed on team communications as well as the development and measurement of performance objectives.

Technical Help Desk Engineer - Onsite / Guildford - £36,000 p/a

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