Purpose of Role:
To aid senior team with all aspects of the role and always ensure a streamline service.
Role and Responsibilities
* Understand in-house programmes and processes to carry out daily tasks efficiently and in compliance with company SOP's
* Respond to all incoming customer and internal queries promptly and professionally, ensuring issues are addressed reactively and solutions are in line with department KPI targets.
* Monitor and update case progress in CRM, keeping customers, colleagues, and managers informed of actions taken and expected outcomes.
* Raise purchase orders for subcontractors to carry out commissioning work, including coordination with humidifier and burner suppliers.
* Maintain accurate and up-to-date records in CRM, the Customer Support Schedule, and Axapta for each service requirement, ensuring all documentation is current and relevant.
* Foster positive working relationships across departments to identify potential site issues in advance, helping to maintain high levels of customer satisfaction.
* Coordinate parts supply by raising orders and arranging delivery to site or directly to customers, often in alignment with engineer visits.
* Organise travel arrangements for engineers, including hotels, flights, and hire cars, ensuring bookings are cost-effective and suitable.
* Manage engineer holiday schedules, ensuring adequate cover is arranged for their workload and that the diary reflects all absences accurately.
* Provide product information to customers and engineers, including O&M manuals, technical drawings, wiring diagrams, and warranty details, ensuring clarity and accuracy.
* Coordinate post-installation visits from initial enquiry through to completion, including gathering site information from the customer, issuing method statements, and completing post-install sheets.
* Handover completed post-install cases to the relevant departments for warranty action or quotation, ensuring all necessary details are included.
* Support general Customer Support administration tasks, contributing to smooth daily operations.
* Attend weekly labour and training meetings to discuss scheduling, workloads, and development opportunities.
* Assist with engineer KIT days, gathering feedback and presenting it to the Customer Support Manager to inform process improvements.
* Work closely with the Technical Support team to define scopes of work and plan remedial actions following engineer visits.
* Prepare and issue invoices for completed work, ensuring accuracy and compliance with company invoicing procedures
ER1000634
Job Types: Full-time, Permanent
Pay: £23,810.00-£27,166.00 per year
Benefits:
* Company pension
* Cycle to work scheme
* Life insurance
Ability to commute/relocate:
* Eastleigh SO53 4NF: reliably commute or plan to relocate before starting work (required)
Work authorisation:
* United Kingdom (required)
Work Location: In person