Technical Assistance Engineer
3 weeks ago
Technical Service Engineer
Company Overview
Damia Group is recognized as a leading entity in the home comfort industry, specializing in advanced condensing technology. Our innovative solutions include tankless water heaters, combi-boilers, and wall-hung boilers, catering to clients across the UK and North America.
Role Objective
The primary aim of the Technical Service Engineer is to deliver exceptional technical and customer service support for our range of appliances. This role is integral to our customer service team, ensuring that we uphold the highest standards of safety and satisfaction.
Key Responsibilities
- Provide comprehensive technical support to homeowners, installers, service engineers, and sales personnel.
- Assist the Technical/Service help line by delivering high-quality pre and post-sales support through various communication channels.
- Efficiently manage incoming inquiries via phone and email, ensuring prompt and effective resolution.
- Address customer complaints with a focus on swift and cost-effective solutions while maintaining high satisfaction levels.
- Support promotional activities by ensuring accurate and up-to-date data management.
- Offer detailed product and service information to customers.
- Handle warranty registrations and documentation for boilers, ensuring timely communication with customers.
- Coordinate job requests with Service Agents using the in-house system.
- Meet departmental standards and key performance indicators.
- Contribute to team objectives by sharing ideas and collaborating effectively with colleagues and management.
Essential Skills
- A strong technical background with a minimum of 5 years of experience in the gas industry or 2+ years in a Technical Helpdesk Engineer role.
- Solid understanding of processes and procedures.
- Proactive approach with a willingness to embrace responsibilities and challenges.
- Self-driven and enthusiastic with excellent computer skills.
Work Environment
This position requires the Technical Service Engineer to work independently within an office setting, necessitating a high degree of self-motivation. Flexibility in working hours may be required to meet customer expectations.
When addressing customer concerns, the Technical Service Engineer will take decisive action to resolve issues promptly and effectively, enhancing the overall customer experience.
Awareness of the company's commercial objectives is crucial, and the Technical Service Engineer will actively seek to identify and fulfill customer needs for additional products and services.
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