Service Support Specialist
3 weeks ago
The estimated salary for this role is £45,000-£55,000 per annum, based on the location near Lewes, East Sussex.
Job OverviewThis 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.
- 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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