Plumbing Technical Support Specialist

2 months ago

Derby, Derby, United Kingdom John Guest Full time

About Us

At John Guest, we're a leading manufacturer of innovative plumbing and heating solutions. Our mission is to provide top-tier products and exceptional customer service to the industry.

Job Purpose

We're seeking a skilled Plumbing Technical Support Specialist to join our team. As a key member of our technical support team, you'll provide expert guidance and assistance to internal and external customers, ensuring they receive the best possible technical support and solutions for our entire product range.

Key Responsibilities

  • Technical Support
  • Provide high-level technical support via phone, email, and live chat while meeting department KPIs and objectives
  • Diagnose and resolve complex technical issues related to our products promptly and efficiently, especially in relation to commercial valves
  • Collaborate with the Customer Service team to ensure timely and satisfactory issue resolution
  • Documentation and Training
  • Develop and implement a robust knowledge base system that includes FAQs, troubleshooting guides, and product documentation to assist customers and internal teams
  • Create training material and conduct training sessions for internal staff and customers on our product range
  • Quality Assurance
  • Ensure that all technical support interactions meet quality standards and adhere to company policies and procedures
  • Monitor customer feedback and implement improvements to enhance the customer support experience
  • Maintain records of customer interactions, technical issues, and resolutions for reporting and analysis purposes
  • Review marketing materials, including websites, product guides, technical guides, and data sheets, to ensure correct and up-to-date information is being provided
  • Technical Expertise
  • Demonstrate an in-depth understanding of the Reliance Valves, JG Speedfit, John Guest, SharkBite, and JG Underfloor product ranges, including installation, maintenance, troubleshooting, and their integration within plumbing and heating systems
  • Stay updated on industry trends, product developments, and best practices to provide accurate and up-to-date technical support

Requirements

  • Proven experience in a technical support role or a similar role within the plumbing and heating industry
  • Strong knowledge of plumbing and heating systems and fluid applications, including boilers, water heaters, pipes, valves, and underfloor heating
  • Excellent communication and interpersonal skills
  • Strong problem-solving abilities and attention to detail
  • Familiarity with CRM software for tracking and managing customer enquiries
  • Ability to work collaboratively in a team and independently
  • Customer-focused with a strong dedication to providing exceptional service
  • Willingness to stay updated on industry developments and product knowledge through continuous learning
  • Proactive attitude in identifying potential process and product improvements
  • Strong time management skills to meet deadlines and manage workloads
  • Positive and professional demeanor in all interactions
  • Compliance with all current health, safety, and environment regulations in operation within the company while carrying out duties

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