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- Maintain and improve a comprehensive Customer Service focus and help develop ideas and system changes to improve the service offering to their customer base.
- Establish stable, documented, and trained processes for creating and solving customer technical queries and problems.
- Provide measurable, timely responses to colleagues, partners, and customers' requests or complaints.
- Ensure that the company receives and provides accurate and pertinent information when creating and solving customer technical queries and problems.
- Ensure that problems are corrected to the satisfaction of the customer or partner, drive to the root cause of the problem, and implement preventative actions designed to prevent the recurrence of the problem.
- Ensure that issues are escalated correctly if/when required.
- Help to correlate data for technical products or application issues based on customer type, place, product, component and application.
- Use reports to identify and escalate trends which may require improvements in their product support, supply chain, manufacture or design.
- Provide suitable training to partners and customers via various media, including online and in-person, to ensure that we maximise the volume of customer issues that can be resolved at the point of use or with local partners.
- Reduce the volume of issues that are escalated through.
- Collect qualitative and quantitative information from customers to provide actionable feedback for ongoing and future product development.
- Provide support where needed, on group-level technical support projects, always considering the needs of the wider group
- Drive yourself to clients and other sites around the UK.
- 2nd/3rd Line IT experience or Mechanical/Electrical engineering qualification and experience could suit this role as full training will be given. Â
- A UK driving license is essential due to the rural location / lack of reliable/regular public transport and visits to customer sites.
