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Technical Helpdesk Gas Engineer

1 month ago

Charlestown of Aberlour, Moray, United Kingdom Prime Workforce Solutions Ltd Full time
About the Role

We are seeking a highly skilled and experienced Technical Helpdesk Gas Engineer to join our team. As a key member of our technical support function, you will play a vital role in providing exceptional customer service and technical expertise to our customers, installers, and breakdown engineers.

Key Responsibilities
  1. Provide technical telephone support to customers, dealing with warranty claims, supporting our service and warranty procedures, and resolving boiler faults and issues.
  2. Develop and maintain relationships with ATAG Selected Partners (ASPs) and ATAG Warranty Partners (AWPs) through service support, including delivery of engineer training.
  3. Process orders and maintain records of contact with ASPs or end-users using our bespoke IT system.
  4. Manage the service callout process, including confirming ATAG warranty partner attendance, checking on progress, and completing service call records.
  5. Manage the warranty return parts process, including maintaining regular contact with our service agent network.
  6. Assist with technical updates, training, and literature preparation, and liaise with the ATAG factory in Holland as necessary.
  7. Provide training to new staff, service, and warranty partners on boilers, controls, and other products.
Main Skills and Qualifications
  • Technical experience in the domestic boiler industry is essential.
  • Solution-oriented nature towards fault finding.
  • Good computer skills.
  • Calm, supportive, and helpful telephone manner/customer service focussed.
  • Ability to work in a fast-paced environment.
  • Gas Safe Registered preferred (active or expired).
  • Ability to deliver training provided by ATAG.
About Us

ATAG Heating Technology UK Limited is a small, family-oriented organisation with big ambitions. We are on an exciting journey of growth, with a technically excellent product range and a strong true engineer following. We want to create a technical helpdesk function that is as fanatical about our products as we are.

We are determined to create a happy, modern, flexible working environment and a supportive culture for our employees, using the very latest tools and techniques in service delivery and training. As a collective, the ATAG Technical Help Desk function will be the go-to resource for all things technical on the ATAG product range.

We are looking for a collaborative, team player who can help us achieve our vision of providing the highest level of aftersales care and support to our customers and affiliates, resulting in an outstanding customer experience for people purchasing and using the ATAG range of products.