SKILLS AND EXPERIENCE:

• A strong and proven administration background.
• Confident and polite telephone manner as you will be the first point of contact for our customers.
• Excellent interpersonal and customer service skills.
• Knowledge of industry best practices and service delivery standards.
• Strong leadership ability, positivity and team spirit.
• Excellent written and verbal communication skills.
• Attention to detail.
• Excellent organisational skills.
• Problem-solving skills.
• Working knowledge of relevant software packages including MS Outlook, MS Excel and MS Word.
• Full driving licence.

MAIN PURPOSE AND SCOPE OF THE JOB:

You will have responsibility of supporting our Aftercare Manager and Aftercare team once a product is handed over from the Clade manufacturing department and support the warranty requirements and customer Aftercare contracts. The role needs to be approached in a positive and proactive manner.

YOUR RESPONSIBILITIES WILL INCLUDE:

• You will have responsibility of supporting an incoming job or task to completion, working with a dedicated team of engineers and our Aftercare Manager. You will enjoy problem solving and being challenged, you will thrive in a busy environment, and you will be a pivotable part of a high performing and friendly team.
• Good geographical knowledge is an advantage as well as excellent IT, communication, polite telephone manner and organisational skills.
• The role involves direct contact with customers, engineers, sub-contractors, suppliers and internal colleagues.
• Full training will be provided on our systems to log incoming calls which need to be actioned in line with each customers SLA’s.
• Customer communication is key. Regular progress updates (emails and calls) will be required.
• Provide monthly update reports and additional management information as requested.
• Own and manage our bespoke system (Service Manager) logging incoming calls and ensuring work is allocated to an engineer and tracked to completion.
• Support the Aftercare Manager, communicating and liaising with the manufacturing & engineering teams for technical matters and pricing.
• Communicate and liaise with the Refrigeration Operational Manager (and their team) ensuring they have full information on PC hand over dates.
• Support the Aftercare Manager communicating and liaising with the Clade Sales team and Account Managers to learn of upcoming Aftercare sales opportunities for Aftercare contracts.
• Support the After Care Manager maintaining and managing the contracted plant maintenance schedules for customers and ensure all maintenances are being carried out promptly and communicated to customers throughout.
• Ad hoc support needed for the immediate and wider team as requested by the Aftercare Manager.