The Electro Automation Group is widely regarded as Irelands premier automation specialist. Founded in 1984, Electro Automation has an enviable combination of quality equipment supported by exceptional technical, and after sales service teams.
Our continued success is based on our pride in our technical competence and the practice of our belief that exceeding customer expectations is our key aim. Our customer service team takes pride in showing urgency in addressing all customer feedback by listening to any technical / service issues and working towards finding a positive solution promptly. We offer a wide range of after sales products, and it is important to find the right fit for the client’s needs every time.

JOB DESCRIPTION

The position of After Sales Service & Scheduling Consultant is to ensure that all customers obtain this premium service experience promise when communicating with Electro Automation. Every contact must be handled in a prompt and efficient manner in a way that gives our customers confidence that when dealing with Electro Automation their business is valued & appreciated, this is what makes us different.
Our After Sales Service & Scheduling Consultant embodies exceptional customer service and demonstrates a broad knowledge of all our business functions within the post-sale client experience. We provide our clients with an accountable and dedicated team to deal with and respond to their post-sale queries and scheduling engineers for maintenance call outs. Collaborating with other members of the operations, sales, and finance teams, the After Sales Service Consultant will manage, oversee, and provide ownership for assigned client queries & client experience for both internal and external queries. This role is primarily a scheduling and customer service function role, both are equally valued.

MAIN RESPONSIBILITIES

• Proactively adding value to the post sales client experience by anticipating the needs and expectations of our clients, matching their requirements to a wide range of service level agreements.
• Scheduling and planning engineers call outs for Preventative Maintenance as per client SLAs.
• Building relationships with our Engineers to ensure that all maintenance calls are provided.
• Help customers with any queries they may have surrounding our service level agreements. Own client issues through to resolution, understanding how to build trust with our clients and why this is important to everything we do. Demonstrate professionalism and an empathetic service attitude in dealing with customer queries.
• Maintain an up-to-date knowledge of our products, especially with regards to manufacturers recommendations on maintenance intervals, health, and safety requirements, ensuring prolonged life of equipment & maximum benefit to the end user.
• Provide clear and initiative-taking communication to the client offering options to help clients make choices that are beneficial to the client.
• Responding to clients in a way that builds rapport, achieves positive engagement and delivery.
• Escalation and discussion of customer care issues, as appropriate, regarding the progression and resolution of same. Maintain accountability for accurate and timely assistance to our customers.
• Provide exceptional customer service experience as measured through customer surveys and internal SLA’s.
• Preparing and distribution of reporting information of specific service accounts.
• Oversee the customer online portals and maintain up to date information.
  This role requires candidates to have excellent attention to detail and the ability to work on your own initiative.