Technical Service Delivery Expert

5 days ago

Northumberland, United Kingdom Osbit Full time

About Osbit

We're a leading provider of cutting-edge engineering solutions, empowering the offshore wind industry to achieve scalability.

Our team designs and builds innovative systems to support key operations such as foundation installation, subsea cable burial, and wind turbine component lifting & handling.

We combine decades of experience with fresh approaches to drive the clean energy sector forward. Our passion is enabling a more sustainable world for all.

Proud members of Venterra Group, we're shaping the future of offshore wind services.

Job Overview:

We seek an exceptional Technical Service Delivery Expert to join our team. This role demands strong problem-solving skills, commercial acumen, and dedication to customer satisfaction. As a key member, you'll ensure timely resolutions to customer queries, leveraging technical knowledge of mechanical/hydraulic/electrical components.

Main Responsibilities:

  • Customer Query Management: Efficiently handle warranty-related customer inquiries, ensuring timely and satisfactory resolutions.
  • Commercial Awareness: Demonstrate strong commercial understanding to assess financial implications of warranty claims, develop cost-saving strategies, and maintain customer satisfaction.
  • Communication: Maintain clear, concise communication with customers throughout the complaint resolution process.
  • Documentation and Reporting: Accurately document all customer interactions, queries, and resolutions. Provide detailed reports to stakeholders and relevant functions.
  • Cross-Functional Collaboration: Work closely with teams to resolve warranty issues.
  • Process Improvement: Identify and implement improvements in the warranty handling process to enhance efficiency and customer satisfaction.
  • Customer Advocacy: Act as the voice of the customer within the organisation, ensuring their concerns are heard and addressed promptly.
  • Compliance: Ensure all complaint handling activities comply with company policies, industry standards, and legal requirements.
  • Technical Improvement: Drive lessons learned back to design teams.

Qualifications:

  • Experience: Proven experience in customer complaint handling roles, preferably within engineering or offshore energy sectors.
  • Commercial Acumen: Strong understanding of commercial principles and ability to balance customer satisfaction with business interests.
  • Communication Skills: Excellent verbal and written communication skills, articulating complex issues clearly.
  • Problem-Solving: Demonstrated ability to analyse problems, identify root causes, and develop effective solutions.
  • Team Player: Ability to collaborate with cross-functional teams and build strong internal and external relationships.
  • Attention to Detail: High level of attention to detail and accuracy in documentation and reporting.
  • Adaptability: Ability to thrive in fast-paced environments and manage multiple priorities.
  • Quality: Proven experience handling NCR's and root-case analysis, then clearly reporting actions/lessons to the business.
  • Travel: Willingness to travel periodically for short durations.

What We Offer:

  • Competitive Salary: £55,000 - £65,000 per annum, depending on experience.
  • Opportunities for Growth: Professional development opportunities to enhance your career.
  • Innovative Work Environment: Supportive team and collaborative atmosphere.
  • Offshore Energy Leader: Be part of a pioneering company driving the wind energy sector forward.

About Venterra: A dedicated wind energy services group, driving the clean energy transition through specialist, technical, and comprehensive services across the project lifecycle.

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