Location: Newport Street, Plymouth (with international travel required, including occasional short-notice trips and regular distributor reviews within assigned territories).
Hours of work: 07:30 – 16:30 Monday – Thursday, Friday 07:30 – 12:30. Out of hours support is required on a rota basis.
If you enjoy solving complex technical problems, working directly with customers, and getting to the root cause of issues, this could be the role for you. You’ll work closely with distributors, service managers, and suppliers to resolve technical challenges, support warranty investigations, and help drive product quality improvements.
Expect variety, real responsibility, and the chance to make a visible impact across the business.
Responsibilities / Tasks
* Deliver technical support to distributors and customers via CRM, email, and telephone.
* Assist Service Managers in resolving customer issues by identifying required parts and providing clear work instructions.
* Provide direct support for high-priority cases, liaising with suppliers where necessary.
* Produce reports analysing repeat issues, root causes, and associated repair costs.
* Develop recommendations to prevent recurring issues, particularly during NPI phases.
* Establish root cause of failures to support recovery of costs from suppliers.
* Deliver training to distributors on systems and new products.
* Provide out-of-hours support on a rota basis.
Key Tasks
Provide professional and courteous technical support, including:
* Taking ownership and managing issues through to resolution
* Diagnosing and problem-solving faults
* Identifying parts using Chess or Teamcenter
* Issuing work instructions for local testing or rectification
* Liaising with suppliers to obtain technical input or solutions
* Accurately record all support activities within the CRM system and create follow-up tasks where required.
* Monitor and report on workload through CRM task management.
* Prioritise cases effectively and elevate to senior management when appropriate.
* Use CRM data to identify recurring issues and opportunities for cost recovery.
Qualifications, Experience & Key Competencies
* Solid technical background with the ability to diagnose and resolve complex issues.
* Strong communication and interpersonal skills, with the ability to collaborate and influence effectively across departments.
* High level of attention to detail, particularly in relation to documentation and reporting.
* Proficient IT skills, including experience with CRM systems and Chess (e.g. Salesforce).
* Professional, proactive and organised.
* Customer-centric with a commitment to quality and brand values.
* Comprehensive knowledge of the Princess model range, systems and suppliers
* Comfortable working with distributors, customers and potentially sensitive situations.
Email recruitment@princessyachts.com for further information
#J-18808-Ljbffr