Onsite Technical Support Engineer
4 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 and offering a range of high-efficiency heating solutions.
ROLE OBJECTIVE
The primary aim of this position is to deliver exceptional technical and customer service support for our innovative products. This role is essential in ensuring that customer satisfaction and safety standards are upheld while providing assistance to various stakeholders including homeowners, installers, and sales personnel.
Key Responsibilities
- Provide high-quality pre and post-sales technical support through various communication channels, including participation in a weekend support rota.
- Efficiently manage incoming inquiries via phone and email, ensuring timely responses.
- Address customer complaints proactively, striving for quick and cost-effective resolutions while maintaining high satisfaction levels.
- Assist in maintaining promotional data and ensuring it is current.
- Deliver comprehensive product and service information to customers.
- Register products for warranty and manage the distribution of warranty documentation.
- Coordinate job requests with service agents through the internal system.
- Achieve departmental standards and KPIs consistently.
- Contribute to 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 support role.
- Solid understanding of processes and procedures.
- Ability to demonstrate initiative and a proactive approach to responsibilities.
- Self-driven and enthusiastic with excellent computer skills.
Work Environment
This role requires the Technical Service Engineer to work independently in an office setting, necessitating a high level of self-motivation. Flexibility in working hours may be required to meet customer expectations.
In handling customer issues, the Technical Service Engineer will focus on resolving problems swiftly and effectively, enhancing the overall customer experience.
Awareness of the company's commercial objectives is crucial, as is the ability to identify and fulfill customer needs for additional products and services.
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