Aftersales Technical Advisor

**Aftersales Technical Advisor**

**What’s the job and who would it suit?**

We have a great opportunity for an Aftersales Technical Advisor to join our team in Hixon, Stafford. The role would suit someone with experience in the Agricultural/Groundcare industries (either in a mechanical/electrical position or as a Service Technician/Advisor role) and has great customer service skills.

**Where you’ll be working**

With a proud heritage and over fifty years of success, Allett Ltd are a pioneering manufacturer of precision lawnmowers. We are a wholly British-owned company, and we serve a broad customer base, from the avid gardener to the world's most famous sports grounds. We are now looking for new talent to join our skilled and knowledgeable team.

Our core values are at the heart of how we do business. If the following values resonate with you, then we may be a great match for one another.
- PASSIONATE - We are passionate about what we do and fixate on our customers together we create the world’s best sports surfaces and lawns.
- TEAM - We collaborate to develop and grow with our colleagues, customers and suppliers. Allett is a team, we harness our collective knowledge, skills and expertise to succeed. Take responsibility, be respectful of others and our environment.
- RELIABLE - We are trustworthy, honest and respect Allett’s heritage. Rely on us, our systems and machinery.
- IMPROVE - We are curious and thrive on change; take risks, be creative and excite through innovation. There is always a better way.
- HARDWORK - We do more with less and punch above our weight. Urgency is crucial and self-motivation a must.

**The team you’ll be working in**

Working within the Aftersales team, you will play a vital, active role in delivering World-Class Aftersales technical advice to the service departments of our distribution network enabling them to deliver high levels of care to global end users in an efficient first visit-resolved way.

**What you’ll be doing**

So that you can get a feel for the job, here is what you will be doing day to day:

- First point of contact for technical issues from end users and Dealer service contacts
- Build relationships with Dealer/Distributor Service and Parts contacts.
- Control timely warranty claims process with control of costs
- Assist in scheduling work for Service Technician
- Product improvement process - Product quality feedback to Quality and Design Engineering functions to support a ‘Product Continuous Improvement Process
- Direct End User customers to our Local dealer network and co-ordinate problem resolution
- Create, review & improve processes (in conjunction with the Aftersales & Service Manager) and quality of service levels in Dealer Technical Support. Streamline processes constantly
- Entice a culture of increased parts inventory available at our dealership partners’ locations for higher service level provision
- Manage delivery of technical training to dealer technicians to ensure they deliver efficient, cost-effective customer satisfaction even during peak seasonal demand
- Work with the Company CRM system to provide transparent sharing of customer interactions and contact details
- Support the Aftersales & Service Manager in developing a Warranty approval Process and monitor effectiveness for customer satisfaction, cost effectiveness and impact on influencing product improvements.
- Control a Technical bulletin service (Including video and video conference support) so that Allett’s service delivery partners find information and be fully informed to provide easy and effect repair and technical support of our products
- Lead morning meetings in turn with other department members for daily task allocation, problem solving and reviewing department performance through agreed KPI’s
- Responsible for building and maintaining relationships with Dealer/Distributor Service Managers to drive more engagement, reliance, and profitability. Visit main UK customers for F2F meetings yearly
- Handle Shopify customer (i.e., factory Direct) Aftersales enquiries and resolve technical issues
- Deliver a technician product and service training programme in collaboration with the Product Specialist
- Engage with the Quality department to drive improvements in product quality, reliability and serviceability
- Engage with the Engineering department to influence product design for ease of maintenance and reliability, and to seek technical advice to support new product introductions
- Work proactively across the business with other key stakeholders and other departments to meet company objectives

**What you’ll need to succeed**

**What you’ll need to know**
- Detailed understanding of an Aftersales (spares parts / technical service) department and its requirement within an SME
- How to deliver an exceptional Aftersales experience to customers (warranty / parts / service / maintenance)
- Ability to interact with customers from within B2B and B2C environments w