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Technical Service Coordinator

2 months ago

Longford, Telford and Wrekin, United Kingdom Grohe AG Full time
Job Description

GROHE is a leading provider of sanitary fittings and a global brand, dedicated to delivering innovative water products. As a Technical Service Coordinator, you will play a crucial role in ensuring exceptional customer experiences and delivering high-quality services.

Key Responsibilities
  • Customer Service: Provide first-class customer service to all GROHE UK customers, handling inbound service contacts via calls and emails.
  • Product Support: Offer technical product advice, provide product fault analysis, and manage warranty claims.
  • Installation Support: Provide installation support to customers with differing technical expertise across the full range of GROHE products.
  • Knowledge Development: Consistently develop your knowledge of GROHE products through company training and self-learning.
Warranty Management
  • Warranty Claims: Proactively manage new and existing warranty claims, checking progress and switching orders as necessary to meet agreed SLAs.
  • Administration: Administer warranty processes, including invoice approval, out-of-warranty invoices, customer payments, engineer job sheet processing, fault reporting, and complaint handling.
  • Cost Management: Balance the need to meet customer expectations with cost-effective solutions to ensure warranty budget delivery.
Company Values
  • Ambassador: Act as an ambassador for GROHE UK, upholding Group values in interactions with external and internal contacts.
  • Additional Duties: Undertake any other duties reasonably assigned from time to time.
  • Sales: Actively sell the benefits of GROHE products within defined boundaries.
Key Deliverables
  • Service Quality: Handle all inbound telephone calls and service cases within defined SLAs.
  • Service Quality Targets: Deliver service quality targets.