Customer Support Coordinator
7 days ago
Ishida Europe is a World leader in the design, manufacture and installation of complete weighing and packing line solutions. We currently have an exciting opportunity for a UK Customer Support Coordinator to join the Aftersales team in Woodgate, Birmingham.
Main Purpose of the role
To coordinate the spares and service activity within the aftersales department in Ishida Central/UK Service as well as provide 1st tier Customer Support.
Primary Responsibilities
- Manage Contract Customers machine scheduling ensuring visits are managed correctly and timely while liaising with the customer. Ensure all service and calibration documentation is processed accordingly
- Receive and review all contract paperwork and quote follow up as necessary
- Oversee “machine down” escalation
- Provide admin support and oversight for installations including filing of documentation
- Manage UK Aftersales Modifications and Rectifications
- Take on customer issues and follow through the business until resolved.
- Ensure unsolved tasks are escalated within given SLA’s
- Record events and problems and their resolution within Zendesk.
- Usage of internal systems including Infor LN, PLM system, CMS, and others.
- Work within a highly motivated aftersales support team.
- Achieve set KPI targets.
- Customer management, ensure tasks are owned and customer is always informed
- Liaise with Ishida personnel to resolve ongoing issues as they arise
- To develop support documentation to facilitate more focused fault finding, contribute towards adding knowledge base content in additional languages.
- Pass on any feedback or suggestions by customers to the appropriate internal team.
- Identify and suggest possible improvements on procedures.
What skills are we looking for?
To be successful in this role, you must have a good level of English written and spoken, experience with ERP systems/ticketing/helpdesk function, background in technical support or Helpdesk and must have mechanical or electrical knowledge.
You will be able to work as part of a highly motivated team, with a positive attitude and be a good communicator of technical information both written and verbal.
You will be good team player, adaptable to change and be dedicated to continually update your knowledge.
What’s in it for you?
If successful, we offer a competitive salary with 25 days + statutory holidays, pension, health cash plan, cycle to work scheme, free parking on site, unlimited drinks from vending machine, life assurance and hybrid working.
**Job Types**: Full-time, Permanent
**Salary**: Up to £30,000.00 per year
**Benefits**:
- Company pension
- Cycle to work scheme
- Flexible schedule
- Life insurance
- On-site parking
- Private medical insurance
- Profit sharing
Schedule:
- Monday to Friday
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