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Customer Support

5 months ago

Lisburn, United Kingdom Camlin Group Full time

**SAPIENT FAULT CENTRE - CUSTOMER SUPPORT**

Employment Type: Full Time

Reports to: Customer Performance Director / Sapient Fault Support Centre Manager

**WHAT TO EXPECT DAY TO DAY**

This is an opportunity to join the Sapient Customer Performance team within Camlin. The Sapient team make full use of Camlin's innovative technology and expertise to provide a comprehensive service to our customers in support of their business functions including network management & operations. The over-arching driver for the team is ensuring that our customers get the best possible performance and business benefits from our equipment.

**FUNCTIONS**
- _The purpose of the role is to support our SAPIENT customers and our Customer Performance team with continuous improvement in both fault location_ and network management business _processes_
- _B_uilding relationships with key points of contact_ acros_s_ different customer teams_._
- _The role will include preparing regular analysis as well as case _administration_
- _The role will include aspects of problem solving and root cause analysis to _identify_ and resolve issues (either internally on the customer side) which are leading to _poor performance_ in fault _location_
- _This role will help to co-ordinate process handoffs and interactions between the internal teams - SAPIENT team, Field Services and Customer Performance_
- This is a new role so a desire for continuous improvement is necessary as both the Customer Performance function and the business matures and grows, and as new requirements are made of the team_._

**RESPONSIBILITIES**
- Ad-hoc fault investigations for customers or internal customer performance team
- Root cause analysis for escalated faults or faults with negative results
- Management and updating of customer data related to fault cases (e.g. contact details, rogue circuit flags, customer numbers )
- Building relationships between the Sapient team and key contacts in our customer e.g. regional / depot managers
- building and maintaining a list of key fault leads at each depot.
- To gain familiarity with customer policy and internal processes to support Low Voltage fault management strategies.
- Requirements gathering and some process documentation.
- Continuous review and improvement of processes
- Maintenance of team documentation / training material
- Quality control of Fault Cases
- Troubleshooting and raising issues with Sapient and the Customer Performance Team
- Occasional travel to support customer meetings & events

**WHAT YOU WILL NEED TO SUCCEED**
- Conscientious individual demonstrating attention to detail along with high levels of ownership and commitment.
- Fluent in English, both written and verbal.
- Excellent communication skills

**Essential** Criteria**
- Experience with customer relations, particularly in a service or support environment.
- Understand capabilities, operation and limitations of Camlin and other manufacturers' fault location and monitoring equipment

**Desired Criteria**
- Experience from an electrical background
- Knowledge of GIS systems
- Experience of requirements gathering and / or process mapping
- Willing to develop the skills required to take on additional responsibilities of the Fault Analyst

**WHAT WE LOOK FOR**
- A good team player capable of delivering results under pressure and to strict deadlines
- Ability to communicate effectively with clients and colleagues.
- Quality focused
- A positive "can do" enthusiastic attitude towards addressing the technical challenges facing Camlin Technologies and our clients

**COMPANY DESCRIPTION**

Camlin is a global technology leader that operates with the vision of bringing revolutionary products to life for a wide range of industries, including power and rail, and also has interests in a number of R&D projects in a variety of scientific sectors.

At Camlin we believe in high quality engineering and design, allowing us to develop market leading products and services. In short, we love creating value for our customers by solving difficult problems.

As of today, the Camlin operation spans over 20 countries across the globe.

**BENEFITS**
- Company Pension
- On-site parking
- Flexible / Remote Working
- Subsidised Gym Membership
- Wellness programmes

**EQUAL EMPLOYMENT OPPORTUNITY STATEMENT**

Individuals seeking employment at Camlin are considered without regards to race, colour, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, gender identity, or sexual orientation.