Technical Advisor
We are working with an extremely well-known, European leading organisation on the lookout for a Technical Advisor to join their Aftersales team in Warwick. This is an incredible opportunity to join a great company within a fantastic team.
As an Aftersales Support Advisor, you will be the primary point of contact for customers following the sale of products. You will deliver outstanding customer service in a technical setting, combining empathy, product knowledge and problem-solving to make complex issues feel simple.
You will take ownership of customer issues from first contact through to resolution, diagnosing technical problems, providing remote support and determining when on-site intervention is required. As the expert in remote troubleshooting, you will be central in achieving first-time resolution and minimising unnecessary escalation, while ensuring customers feel supported and reassured throughout their journey.
Beyond day-to-day customer contact, you will contribute to continuous improvement across Aftersales and the wider business. This includes involvement in product testing at HQ, shadowing Field Service Engineers to build deeper technical understanding, and working closely with Quality teams to support root cause investigation and long-term product improvement.
You will consistently apply The Company Way Aftersales Call Cycle, adapting communication style to suit a wide range of customers, including vulnerable users. You will focus on delivering customer excellence today, while using insight from real customer experience to help improve products, processes and service delivery for the future.
Key Responsibilities:
* Handle Aftersales queries via phone and email across all product categories
* Diagnose issues by asking the right questions and fully understanding the problem and its impact
* Provide clear advice and resolve issues remotely wherever possible
* Decide when on-site support is required and raise accurate engineer job sheets first time
* Build relationships with the Field Service Engineers and 3rd Party Contractors, to ensure effective handover, preparation and outcomes
* Maintain accurate customer, product and case data within the CRM system
* Complete product testing at HQ where appropriate to support diagnosis and resolution
* Liaise with Group Quality and internal teams on complex or unresolved product issues
* Take ownership of first-level complaints, aiming for first-time resolution and restored confidence.
* Support vulnerable customers with empathy, adapting communication style to individual needs
* Apply The Company Way Aftersales Call Cycle consistently in every customer interaction
* Identify repeat issues and improvement opportunities, feeding insight back to Aftersales, Product and Quality teams
Key Skills:
* Experience in a customer service or technical support role
* Proven ability to troubleshoot and diagnose issues using structured questioning
* Experience working in a fast-paced, high volume environment
* Experience handling customer complaints and conflict resolution
* Experience handling technical product queries
* Experience working with engineers or technical field teams
* Minimum of 5 GCSE’s (or equivalent) at grade C or above
* Put the customer at the centre of every decision and action
* Communicate clearly and professionally with customers, colleagues and partners
* Demonstrate empathy, respect and patience, particularly when supporting vulnerable customers
* Take ownership of issues from first contact through to resolution
* Be technically curious with a strong desire to understand how products work
* Accurate and detail-focused, particularly when capturing customer and job data
* Solutions focused, thinking quickly to find the best outcome for the customer
* Open to learning, development and continuous improvement
* Show empathy, respect and professionalism in all interactions
By applying for this position, you authorise Auctoro Recruitment to hold your personal details on file for use in finding you a suitable position. Auctoro Recruitment will never transfer your information to a third party without your prior consent