REED are working with a market leader in the manufacturing, wholesale and distribution field based in Dublin 9. Due to company growth, they are seeking an Aftersales Support candidate to join their team on a permanent basis.
Salary €40,000 - €45,000
Office based – working hours 8.15am – 5pm
Benefits
Annual leave 23 days, increases with service
The chosen candidate will have worked within the Engineering, Construction or Trade supplies and have experience dealing with customers in a sales capacity.
Duties & Responsibilities
- Act as initial point of contact for aftersales support queries from merchants, installers, end-users and sales team
- Screen requests for technical/aftersales support, capturing all relevant caller information
- Provide technical support to troubleshoot installations and resolve common issues
- Prioritise and schedule aftersales service team to ensure customers are given the best available solutions in a timely manner
- Schedule aftersales service calls with internal and contracted technical service agents, escalating if required
- Schedule internal product testing with technical team and follow up to completion
- Manage and schedule product repairs / calibration through to completion
- Work with Stock Controller to ensure sufficient spare parts are maintained and available as needed
- Manage jobs assigned to contracted technical service agents (TSA’s) through to completion
- Manage product specification spreadsheets provided by tech team and sending relevant ones to customers and sales team on request, ensuring current versions are used across all platforms
- Liaise with Quality Manager on all product quality issues to ensure that all customer feedback is taken on board in the production process
Skills & Attributes required
- 3 years’ experience in a similar role with a proven ability to deliver excellent communication & customer service standards
- Trade counter experience an advantage
- Have a proven ability to analyse and solve problems in a prompt, efficient and calm manner
- Excellent communication skills, both written and verbal and be a good listener
- Professional telephone manner
- Highly organised and have an excellent eye for detail and accuracy
- Good computer skills. (Working knowledge of all Microsoft Office packages)
- Be a team player but also possess the ability to work on their own initiative
- Knowledge of Workpal / Salesforce an advantage however full training will be provided