Technical Customer Service Engineer

Job Type:
Job Sector:
North West
£25,000 to £25,000 per annum
Salary Description:
�25k per year
Heads Recruitment
Job Ref:

Role: Technical Customer Service Engineer

Location: Wigan

Salary: �25,000

Contract: Permanent

Hours: Monday to Friday 9:00am to 5:00pm

Technical Customer Service Engineer

The Role

You will work as part of a small team providing first class customer service to customers who are experiencing technical difficulties with a range of White Goods. Your main roles and responsibilities will include...

* Be the first point of contact for customers, dealing with soft fix and engineer request calls.
* Provide relevant product diagnostics support to customers over the phone for a range of white goods with the aim of providing a soft fix resolution where possible.
* Contact stakeholders to arrange engineer appointments.
* Manage Portal System to identify new cases to attempt soft fix. Should soft fix be unachievable, arrange spare parts for hard fix attempt.
* Utilise relevant systems, databases and documents for managing customer contacts and accurately and completely recording engineer call outs / swap out / stock information.
* Ensure customer requests are dealt with in a timely and professional manner.
* Liaise with engineers to provide a job report prior to their visit
* Carry out follow-up calls as requested, checking engineering jobs have been completed and to time.
* Follow the data protection (GDPR) procedure to confirm customer details when taking in or out bound calls.
* Participate in the product training programmes to enhance product knowledge and skills throughout the Customer Engagement Team.
* Maintain good knowledge of market wide models and be able to advise stakeholders as necessary.
* Increase knowledge of our product ranges and products by actively participating in available training programmes, provided by the Product and Technical teams.

Technical Customer Service Engineer

The Candidate

Ideally you will be an experienced White Goods Service Engineer who is looking to come off the tools but still utilise your technical knowledge. You will also have the following skills, experiences and attributes...

* A technical knowledge of white goods, including but not limited to fridges, freezers, washing machines, driers, ovens, etc.
* Excellent customer service skills with an upbeat temperament
* Good computer skills with the ability to update databases
* Well organised with a methodical approach to work
* A desire to provide the highest level of customer service possible
* The ability to translate technical jargon in to Lehman's terms
* Enthusiastic and positive approach to work
* Ideally you will have some form of electrical or mechanical qualification but this is not necessary.

The Company

Our client has enjoyed significant growth since starting 9 years ago and has a turnover in excess of �50,000,000. This recruitment is part of their expansion as they look to double their turnover in the next 5 year.


Contact Details:
Heads Recruitment
Tel: 01617756222
Contact: Andy Condliffe

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