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This organisation is seeking a Service Support Technician to join their team on a full time, permanent basis. The Service Support Technician must be mechanically minded and will assist in repairing small machines (training will be given in Germany) and engineers out on the road with technical support. 75% of the day is administrative work and 25% will be carrying out "hands on" repairs. This is a small company and everybody mucks in and helps in different areas of the business as required. The Service Support Technician will also be responsible for overseeing one member of staff who works in the workshop on a part time basis.
Role Summary
This role requires someone that can quickly adapt between an office and workshop environment and in so doing, be able to transition between effective communication with the customer and delivering the required machine repair and associated technical support.
Specification
The primary responsibility will be to carry out service repair and administration of small bench top ultrasonic and steam cleaning machines. You will be dealing with customers via email and over telephone providing prices and quotes. Reporting directly to the Service Manager, the successful candidate will be located at the head office and be a key member of the after sales team. The role will call on your ability to understand the machines and be able to deliver the right outcome for the company and the customer alike. The role requires the ability to be able to develop a practical and cost-effective solution and then be able to communicate to the customer and/or supplier.
The secondary responsibility is technical support of larger machines & lines, for the service engineers on customer sites
Role Responsibilities:
- Investigating & diagnosing faults on equipment and effecting repair.
- Discussion with customers (telephone & email).
- Provide quotations
- Assist with other roles and duties around the office, workshop, warehouse including: assisting with repair/overhaul quotations and general enquiries
- Provide service engineers with information to help with their daily schedules as well as working alongside the Service Administrator to co-ordinate invoicing and ordering of spares.
- Assist with incoming and outgoing deliveries and occasional customer visits.
- Ensure that equipment is in a safe condition after servicing work has been carried out.
- Liaising with Supplier engineers as & when necessary
- Maintaining good contact with Service Administrator at all times.
- Completing relevant paperwork in a timely manner.
- Reporting back to the Company any possible sales opportunities for new machines that might become evident.
- Advising the Company of customer complaints.
- Be willing to attend product training courses in Germany and/or Finland to ensure that you have sufficient knowledge and know-how to be able to undertake your role.
- Possibly attend business trade fairs/exhibitions
- Be a team member by demonstrating team support, honest approach to problems, openness and willingness to go the "extra mile" when required.
Skills
- Ability to work on own initiative.
- Ability to communicate effectively at all levels of the organisation
- Excellent verbal and written communications skills
- PC Literate especially Word, Excel
- Basic Electrical/Electronic knowledge
