Warranty and Service Team Leader

7 days ago

Lincoln, United Kingdom Lincat Full time

**Warranty and Service Desk Team Leader**

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 highquality products for over 40 years.

We are currently recruiting for a Warranty and Team Leader to join our team. The purpose of the role is to ensure the smooth running of the Warranty and Service desk, ensuring excellent customer service is delivered.

The service desk acts as first point of contact for our customers and dispatches service engineers to make repairs.

**Key Areas of Responsibility**
- Work as an active member of the call handling team. Leading by example.
- Take customer calls and help resolve their issue.
- Dispatch a service Engineer to attend site if required.
- Manage the day to day workload of the desk team, ensuring that adequate cover is maintained through careful planning and management of resources. To include recruitment, training and development.
- Manage the escalation of problems and queries on behalf of customers to ensure timely resolution.
- Primary escalation for key accounts to ensure that we maintain good customer relationships.
- Manage the daily and weekly production of reports and statistics as required.
- Advise on and coordinate the implementation of any new and agreed systems, procedures and documentation, ensuring that appropriate training is given and that the implementation is properly monitored and reviewed.
- Develop and maintain the product knowledge of yourself and the team to ensure effective performance. Train new team members.

**Work as an active member of the Service Desk Team** Provide first point of 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:

- Ensuring that calls are logged and documented according to our procedures.
- Seeking advice from technical support when required.

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.
- 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 customer for additional works or cost recovery where required.
- Contacting the customer to obtain further information if needed.
- Following the guidelines above with regard to service visit avoidance, provision of advice and referral.

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

**Team Supervision**
- Manage the day to day workload of the desk teams, ensuring that adequate cover is maintained through careful planning and management of resources. To include recruitment, training and development.
- Manage the escalation of problems and queries on behalf of customers to ensure timely resolution.
- Primary escalation for key accounts to ensure that we maintain good customer relationships.
- Manage the daily and weekly production of reports and statistics as required.
- Using judgement and guidelines provided in the Guidance Notes to determine whether goodwill or flexibility over out of warranty requests should be considered.
- Advise on and coordinate the implementation of any new and agreed systems, procedures and documentation, ensuring that appropriate training is given and that the implementation is properly monitored and reviewed.
- Develop and maintain the product knowledge of yourself and the team to ensure effective performance.
- Manage the daily and weekly production of reports and statistics as required.
- Take on responsibility for ensuring the National Account Portals are kept up to date and that the team are fully trained to be able to do this.
- Project manage customer installations.

**Process Improvements**
- Identify and implement strategies to support the effective running of the Service Desk.
- Monitor and report on recurrence of problems or faults on new products in order to enable the number of service visits to be minimized.
- Working with counterparts within key customers to ensure that we are receiving the correct information to help us to achieve great customer service. This may involve travelling to other sites / businesses around the UK.

**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.

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