Service Support Specialist

3 weeks ago


Brighton, Brighton and Hove, United Kingdom Lewes Full time
Aftersales Service Engineer Job Description

The estimated salary for this role is £45,000-£55,000 per annum, based on the location near Lewes, East Sussex.

Job Overview

This permanent position involves providing first-line technical support to customers and colleagues, repairing equipment in a timely fashion, and promoting the service business. The successful candidate will be based near Lewes, East Sussex, working 37 hours per week with 50% travel.

The primary purpose of this job is to ensure customer satisfaction by providing technical support, repairing equipment, and promoting the service business.

Key Responsibilities
  • Provide technical support and advice to customers, distributors, and colleagues via our telephone helpdesk, service email, and site visits.
  • Liaise with customers on logistics, including shipment from factory of new instruments and return of faulty instruments to the factory.
  • Complete service reports for all jobs, noting the work done and highlighting issues for further action.
  • Occasional support of design and development through product testing.
  • Occasional building of instruments in accordance with Turnaround Time targets.
  • Maintain databases on customer service to produce reports on KPI's such as Mean-Time-To-Failure, Customer Satisfaction, Turnaround Time, Right-First Time Fixes, Repeat Visits, etc.
  • Promote sales of contracts and service parts.
  • Train customers in the use of our equipment.
Requirements
  • SIGNIFICANT EXPERIENCE IN A RELEVANT OCCUPATION OR HNC/HND IN A MECHANICAL OR ELECTRICAL SUBJECT IS REQUIRED.
  • A FULL, UK DRIVING LICENCE IS ESSENTIAL.
  • COMPUTER LITERACY (MS OFFICE), ABILITY TO CONNECT TO THE INTERNET, AND OPERATE EMAIL AT REMOTE SITES ARE EXPECTED.


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