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Aftersales Service Advisor, RugbySalary range c£26,000 - £28,000 per annum
Position function: Our client is committed to creating and operating a first-class technical and aftersales service to its customers. Machines will be repaired fast, reliably and safely, and communication to customers will be timely and of high quality. The aftersales service will impress all who visit and will be an asset to the company.
Target SLA - 80% of warranty machines at our client's premises for less than 48 hours.A key role in providing the highest quality after-sales service and related technical service to our client's customer base. The main focus is the customer experience from Aftersales repair, machine calibration, software maintenance, and other technical support.
Working Relationships:The role is positioned alongside a team of Aftersales Engineers and effective integration with these colleagues is key. The position reports to the UK Aftersales Manager and will involve regular contact with technical colleagues in France as well as all members of the UK team. Externally the position will require daily contact with distributors and end users.
Technical Support
Provide fault-finding and technical support to customers over phone and emailAdvise customers on the best course of action to resolve technical issues. Liaising with Aftersales or Sales EngineersLiaising with customers to return machines for repairOrganise Couriers for collection of machines from customer sitesQuote and sell replacement partsLiaise with the sales team or escalate issues with management as and when requiredLiaise with our After Sales in France
Reporting
Review data and produce regular reporting for team and managementFlag up problematic machines
Workshop Organisation
Manage Spare Parts StoreMaintain stock of key partsRe-organise the area when neededEnsure stock coming in or out is recorded correctlyManage stock of loan machinesRecord and follow-up shipment of machines out for loanReplace / add machines to loan fleet when neededBooking in and out of Customer MachinesIssue and process repair quotations
Calibration• Calibrate relevant equipment prior to sale
Software Management• Control the implementation of software updates• Update new machines in stock and demo machines• Ensure Aftersales machines are updated
Other Technical• Provide technical support to the Sales Teams for pre-sale product knowledge and occasional training.• Ensuring Health & Safety policies are adhered to at all times.
