Field Support Specialist
1 week ago
We are seeking a Field Support Specialist to join our Exide Group team.
About the Role:
- Provide field support by delivering exceptional customer service, responding to inquiries, and resolving issues.
- Collaborate with sales department to ensure seamless installation of newly supplied products.
- Manage service requests, including processing inbound emails, phone calls, and creating intervention requests using our After Sales Service Software.
- Process attended service interventions, generating reports, and obtaining customer agreement for completed work.
- Timely management of the inbound customer mailbox, handling emails within 4 hours of arrival.
- Generate customer-facing reports, reading service engineers' feedback, and translating it into an acceptable format.
- Order spare parts, identifying requirements through service engineer feedback, and issuing quotations for customers to purchase.
- Organize waste and/or spare part collections from customers' sites with our internal supply chain team.
- Contribute to accuracy by ensuring all spare parts consumed are accurately reported in the After Sales Service software.
Requirements:
- 2-5 years' experience in field service organizations dealing with field-based engineers and external customers.
- Educated to GCSE, A-Level or equivalent.
- Proficient in Microsoft Office 365 package, including Outlook, Word, Excel, PowerPoint, and SharePoint. Salesforce.com experience is advantageous.
- Excellent customer service skills, problem-solving abilities, and initiative to tackle challenges.
- Good geographical knowledge of the United Kingdom.
Salary: £42,000 - £55,000 per annum, depending on experience.
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