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Location

Crawley, West Sussex | United Kingdom

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Job description

Main Duties and Responsibilities

• To instruct, support and guide staff in the department to ensure the completion of warranty job sheets with the appropriate details to include fault details, resolution, parts list and description of repair
• To communicate and liaise with customers and distributors to ensure efficient flow of required engineering support, replacement parts and returns; and to provide reports and other information as required relating to the department’s activities.
• To maintain up-to-date knowledge on company objectives, maintenance strategies and support activities.
• To manage and motivate Service team and identify training needs
• To develop, implement and maintain a program to ensure all appropriate Service documentation is completed accurately and in a timely manner.
• To work with other departments to ensure improvements are made to ensure Service issues pass smoothly through the department.

Customer complaints

• To ensure Customer complaint are processed as per complaints SLA.
• To ensure that all tooling and test equipment is maintained in good working order, calibration schedules are planned to ensure minimal impact and the department is maintained in a clean, tidy, safe and efficient manner.
• Provide telephone support to installed and prospective customer base as required;
• Participate as required in an on-call rota scheme to provide support out of normal business hours. Subject to qualifying period and at manager’s discretion
• Perform equipment maintenance, overhaul and repair within specified territories. (Both scheduled and emergency call-outs)
• Assist with the provision of service activities for other product ranges as required
• Assemble, test, document and despatch new systems as required
• Install and commission new, loan and repaired systems as required
• Document all work undertaken on appropriate company information systems
• Process and investigate customer complaints as required
• Adhere to the standards set out in the company ‘Service Model’
• Provide or assist with the provision of customer and colleague technical training as required
• Provide situation analysis and propose measures for improvement to line manager as required
• Work within specified Quality Assurance processes and guidelines

Management Responsibilities

Team Lead Role

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Job tags

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Salary