Field Service Technician

4 weeks ago

Glenrothes, United Kingdom VELUX Group Full time

In the VELUX Group, we offer you a world of opportunities and the chance to create a bright future. From the forefront of the sustainable indoor living industry, we enable those who live, work and play under the roof transform their spaces and live a healthier everyday life with more daylight and fresh air.

The VELUX Group is an international, family-owned business with strong financial roots and each year we are able to create real impact by reinvesting in society, our employees and planet through our foundations.
Alongside the rest of our values, “courage” and “mutual respect” define our actions every day and how we wish to contribute to the world.

Are you a skilled window fitter, carpenter or roofer looking for a new way to utilize your expertise and skillset?

Are you passionate about customer satisfaction and keen to join one of the strongest brands in the global building materials sector?

VELUX are looking for experienced Carpenters and Roofers to join our Field Service team in West London.

VELUX is on a mission to transform spaces with daylight and fresh air.

We give you the chance to grow. To shape your own career. To work in an international environment. To be part of a company that leads the market in sustainable indoor living. We offer you a world of opportunities - if you have the ability and the opportunity to take them. 

About the job

This is a key role as part of our differentiated offer to our customers. It involves reactive and responsive on-site Guarantee support. You will also actively support sales activity through both reactive and proactive dealings with customers in order to increase trust in VELUX products, improve installation quality (incl. best practice) and help differentiate VELUX from the rest of the market. You will be personally responsible for ensuring your time is best used in order to support our customers.

This role is field-based and will respond to service calls within the TW, SL, SW, W, and UB post code areas (Twickenham, Slough, South-West London, West London, and Uxbridge). Applicants must live within this geographical area and should expect to travel throughout the area regularly.

You will be key in influencing product specification, developing standards, and protecting/growing market share within this area. You will need to be well organised, motivated, structured and intelligent in your choice of opportunities to pursue.

Through the highest level of both technical competence and customer interaction, you will support the VELUX Brand and maintain trust in both the product and the company.

More specifically, you will:

Respond to service calls at customer’s homes in a professional, timely manner, acting as a representative and ambassador for VELUX

Carry out diagnostic and fault-finding work on agreed VELUX products, acting in accordance with our Guarantee obligations and taking a “right 1st time” approach, ensuring that customers understand and accept the actions you are taking.

Resolve Guarantee claims professionally, accurately completing all supporting administration in line with deadlines.

Maximise the value of interaction with Merchants as an opportunity for us to deliver other benefits, e.g. signage, brochures, opportunities, knowledge.

Communicate credibly and actively with multiple customer groups including house builders, consumers, installers, Specifiers and distributors

Act on knowledge gained from all customer interactions either directly or by providing information to Area Managers or others in our company who may be better placed to act.

Assist in the development and implementation of VELUX processes, remove causes of repeat calls and generally act to remove any waste or down time in the working day.

Understand and use Lean principles for re-designing workflows to improve processes.

Ensure well-managed and stocked van and stores which make the work easier and portray the right image of both company and self.

Work within a culture of open and honest 2-way communication, self-management, empowerment and responsibility for results.

Share and seek knowledge in order to support the development of a high performing team.

You will need to have:

A good basic level of education

Experience working in a customer-facing environment, with a key focus on delivering a great customer experience and getting things right first time.

Good organisational and time-management skills.

A good level of IT skills

Special Requirements:

This role requires work at heights and manual handling in accordance with health and safety guidance

You will stand out from the crowd if you have:

A City & Guilds qualification in Roofing, Carpentry, Joinery, or similar

Practical, hands-on experience working in the building industry

Experience diagnosing and solving roofing related problems

A basic understanding of Electrics

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