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Technical Solutions Engineer

2 months ago

Guildford, Surrey, United Kingdom Damia Group Full time

Technical Service Engineer

Company Overview

Damia Group is a prominent player in the home comfort industry, recognized for its innovation and leadership in condensing technology. We specialize in providing advanced heating solutions, including tankless water heaters and high-efficiency boilers.

Role Objective

The primary aim of the Technical Service Engineer is to deliver exceptional technical and customer service support for our products. This role is essential in ensuring customer satisfaction and maintaining high safety standards while working collaboratively within the customer service team.

Key Responsibilities

  • Provide comprehensive technical support to homeowners, installers, service technicians, 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 quick resolution and maintaining high satisfaction levels.
  • Support promotional activities by ensuring accurate and up-to-date data management.
  • Deliver product and service information to customers effectively.
  • Handle warranty registrations and documentation processes for customers.
  • Coordinate job requests with Service Agents through the internal system.
  • Meet departmental standards and key performance indicators (KPIs).
  • Engage proactively in team objectives and communicate effectively with colleagues and management.

Essential Skills

  • A strong technical background with a minimum of 5 years in the gas industry or 2+ years in a Technical Helpdesk Engineer role.
  • Solid understanding of processes and procedures.
  • Demonstrated initiative and readiness to take on challenges.
  • Self-motivated with a positive attitude.
  • Proficient computer skills.

Work Environment

This position requires the Technical Service Engineer to work primarily in an office setting with minimal supervision. Flexibility is essential to meet the growing expectations of our customers.

In handling customer complaints, the Engineer must act swiftly to resolve issues in a cost-effective manner while enhancing the customer's perception of the company.

It is crucial for the Technical Service Engineer to align with the company's commercial objectives and to identify opportunities for additional products and services that meet customer needs.

Team collaboration and communication are vital, with a strong emphasis on developing and assessing performance objectives.