Job Description
The successful candidate will take responsibility for the operational management of the Maintenance Department, including technical support and warranty coordination. This role plays a critical part in ensuring servicing, troubleshooting, and warranty processes are delivered efficiently, safely, and to the highest standards.
You will act as a key liaison between customers, contractors, field service engineers, R&D, and the Aftersales team, ensuring seamless communication and operational excellence. The position requires strong organisational skills, technical understanding, and a proactive approach to customer service and warranty management.
Key Responsibilities
* Manage new and existing service contracts using the Salesforce CRM system.
* Contact customers via email and telephone to plan and schedule maintenance and servicing activities.
* Coordinate with the Technical Site Services Co-ordinator to allocate and schedule field service engineers.
* Prepare detailed work instructions, including Risk Assessments and Method Statements (RAMS), to ensure safe and efficient project delivery.
* Raise purchase orders via Sage 200 for required access equipment and consumables.
* Provide technical support to customers, collaborating with the Aftersales Manager where necessary.
* Support the Maintenance Sales Co-ordinator with complex quotations, including specialist access equipment requirements.
* Conduct post-maintenance follow-ups to ensure customer satisfaction and identify further support opportunities.
* Maintain accurate maintenance logs, service documentation, and compliance records.
* Proactively manage and resolve product warranty matters.
Education & Experience
* A Bachelor’s degree in Engineering.
* Experience in a similar role within the HVAC industry is advantageous.
* Proficiency in Microsoft Office applications.
* Experience with Salesforce and Sage 200 is desirable.
* Extensive product training and ongoing support will be provided