Join to apply for the Warranty & Customer Support Coordinator role at Catalyst. This position is based in Tyneside, United Kingdom.
About the Role
You will provide warranty administration service and support as part of the UK Customer Service Team, handling warranty‑related failure analysis processes while managing customer relationships and ensuring smooth communication across company divisions.
Key Responsibilities
* Serve as the primary contact for customers regarding failure analysis requests, responding promptly via phone, email, and other channels.
* Ensure customer satisfaction by addressing concerns, resolving issues, and delivering accurate and timely information.
* Maintain clear and accurate records of failure analysis requests, customer interactions, and case details.
* Ensure all necessary documentation is completed and that internal engineers have the information required for timely resolution.
* Identify opportunities for process improvement to enhance the overall customer experience.
* Liaise with carriers and customs to streamline collection and delivery of goods to site.
* Address transit payments or invoice queries promptly.
Administrative & Data Management
* Accurately input and maintain data in relevant systems, generating reports and summaries as needed.
* Ensure data integrity, confidentiality, and compliance with company policies.
Collaboration & Teamwork
* Work closely with sales, technical support, and failure‑analysis engineers across various sites to ensure seamless service.
* Share customer feedback and insights to drive continuous improvement in processes and service delivery.
Required Skills & Attributes
* Strong communication and interpersonal skills to manage customer relationships effectively.
* High attention to detail and organisational skills for managing multiple tasks and priorities.
* A proactive, problem‑solving approach with commitment to process improvement.
* Ability to work collaboratively across departments and time zones.
* Proficiency in data entry, reporting, and corporate systems.
* Prior experience in customer service, account management, or warranty support preferred.
About You
* Previous experience with export and import processes.
* Experience in similar industry sectors such as electronics, electrification, automation, robotics, etc.
* Demonstrable experience in a customer‑facing role.
* Improvement mindset and positive approach to change.
* Confident, resilient, and able to read technical drawings and interpret engineering documentation.
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