Customer Service Representative
4 weeks ago
We are seeking a skilled Customer Service Representative to join our team at Edwards Vacuum, LLC. As a key member of our service team, you will be responsible for delivering exceptional customer service and support to our clients. Your primary focus will be on providing timely and effective solutions to technical problems, ensuring complete customer satisfaction.
Key Responsibilities
- Undertake all maintenance activities, including installation and commissioning, of Edwards products in line with global standards.
- Provide front-line support for key field service activities at OEM sites and customer locations, ensuring a strong focus on customer satisfaction.
- Conduct basic faultfinding and troubleshooting support to resolve or escalate issues within agreed contractual timeframes.
- Conduct all field service activities within the boundaries of applicable regulations, policies, and procedures.
- Adhere to risk control elements and provide detailed feedback on activities.
- Compile clear and concise reports for submission to the line manager and/or technical support.
- Undertake routine stock audits and take responsibility for ordering and booking of spares for site stock.
- Set up, operate, and maintain software products and monitoring platforms.
- Use Edwards processes and operating platforms to capture service-related information.
Requirements
- Ability to share technical expertise and knowledge, providing coaching to less experienced team members.
- Collaborate and support team members to deliver company objectives.
- Comply with all applicable laws, policies, and standards.
- Able to use computer software to record data and write reports.
- Previous field service experience in a relevant or related industry, ideally customer-facing.
- Pro-active and able to work independently while reporting remotely to the Operations Manager.
- Occasional travel to customer sites and workshops/offices within the CC territory as required.
- Fluency in English is essential.
- Valid driver's license.
Benefits and Perks
- 25 days holiday plus bank holidays.
- Employee assistance program.
- Health cash plan.
- Pension employer contributions up to 8%.
- Enhanced maternity pay.
- Life assurance - 4x salary.
- Electric car lease scheme via salary sacrifice.
- Ride to work scheme via salary sacrifice.
- Discounted Pure Gym membership.
- Recognition and service awards.
- Upskilling opportunities around physical, mental, social, and financial wellbeing framework.
About Edwards Vacuum, LLC
Edwards Vacuum, LLC is a leading developer and manufacturer of sophisticated vacuum products, exhaust management systems, and related value-added services. Our solutions are integral to manufacturing processes for semiconductors, flat panel displays, LEDs, and solar cells. We are also used within an increasingly diverse range of industrial processes, including power, glass, and other coating applications; steel and other metallurgy; pharmaceutical and chemical; and for scientific instruments in a wide range of R&D applications.
With over 4,000 employees worldwide, we are engaged in the design, manufacture, and support of high-technology vacuum and exhaust management equipment. Our state-of-the-art manufacturing facilities are located in Europe, Asia, and North America.
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