The Role
This position plays a vital role in supporting product performance and customer experience across the full product lifecycle. Acting as a key link between technical teams and the service network, you will oversee aftersales activity, deliver technical guidance, and manage warranty processes to improve reliability and control operational costs.
Key Responsibilities
1. Warranty
Assess and process warranty submissions from service partners, ensuring compliance with agreed guidelines and service standards.
Monitor warranty-related costs, identifying trends and investigating unusual or high-value claims.
Make informed decisions on claim validity, distinguishing between manufacturing faults and issues arising from usage or maintenance.
Coordinate the return and inspection of failed components for further technical evaluation.
Provide clear guidance to service partners on warranty procedures to improve accuracy and efficiency.
2. Technical Support
Manage and resolve technical queries and aftersales issues across a defined product range.
Support external service partners through a structured support system, offering advice on diagnostics, repairs, and fault resolution.
Provide specialist technical assistance on advanced or automated equipment where required.
3. Documentation
Contribute to the development and delivery of technical training materials for service partners and distributors.
Support knowledge sharing to ensure teams are well-prepared for new and existing product lines.
4. Operational Support
Handle spare parts enquiries and coordinate order processing to minimise equipment downtime.
Identify opportunities to improve service processes, tools, and response times.
Maintain and support internal systems used for customer management, diagnostics, and technical support activities.
Skills & Experience
Background in a technical or engineering environment (e.g. automotive, machinery, or similar).
Experience supporting aftersales, service, or warranty functions is advantageous.
Strong administrative and IT skills, including experience with CRM systems and Microsoft Office.
Effective communication skills, with the ability to explain technical information clearly.
Analytical mindset with strong problem-solving abilities.
To apply, please send a copy of your CV and a covering letter to alex. drury @ nmsrecruit. com or, alternatively, submit your application via the link below
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