Engineering Customer Support Administrator

at  CVP

JOB DESCRIPTION

We are looking to appoint an Engineering Customer Service Support Administrator to help manage our customer engineering and customer service operations with key account customers. This is a full-time role on a temporary contract that could lead to a permanent contract, which is ideally suited to a self-motivated, dynamic and conscientious team player with a passion for best practice in customer service and an interest in broadcast & video technologies (beneficial but not mandatory).
You’ll be primarily involved in supporting the Business through providing engineering customer services and resolution across ‘Key Accounts’ through direct contact over the phone, email and other messaging formats.
You will manage and maintain technical requests, repairs and returns, for identified (Key) accounts. Working closely with the businesses core support team to ensure that best in class service is continually provided.
You’ll provide a coordination point of contact for our customers
This is a full-time role which will include responsibility for:
Providing a customer-centric service across all engineering/Pro-repairs activities including;
In-house repairs (Engineering), 3rd Party repairs, Warranty repairs, Out-of-warranty repairs, Taking repair calls/emails

Covering customer communication channels, including;

• Booking in repairs/equipment
• Estimating costs/prices
• Sending payment requests and invoices
• Logging activity on IT Systems and issuing returns numbers
• Arrange courier collections where required
• Helping with supplier returns & issuing debit notes

Assisting with the activities of the Engineering team including:

• Helping to coordinate the daily running of the engineering department (including scheduling)
• Helping to coordinate Pro Repair emails & phone calls
• Ordering new parts/components for jobs
• Resolution of daily customer queries (in conjunction with other team members)

Assisting with customer spare part requests including;

• Taking spare part calls/emails
• Logging activity on IT Systems
• Liaising with the returns team to ensure a seamless/integrated service
• Liaising with Evaluations to ensure a seamless/integrated service

Desirable Core Attributes & Competences:
· Enthusiasm and Self-Motivation
· Flexible –Willing to work outside normal hours when required in order to meet deadlines.
· Hard Working
· A good Team Player
· Excellent problem solving skills
· Ability to work to procedures and own initiative
· Able to explain highly complex systems to non-technical staff & customers
· Ability to work well under pressure
· Ability to adapt to a rapidly changing environment
· Innovative approach to new challenges
· Logical and methodical thinker
· Good interpersonal skills
· Deals constructively with frustration and stress, maintaining a professional and positive manner

ABOUT CVP

CVP is one of the leading and largest independent resellers of production equipment for the Media and Entertainment sectors in Europe. With over 37 years of expertise which spans TV & Film, broadcast, production, cinematography, professional video, audio and photography equipment, CVP services some of the biggest names in this vibrant industry including the BBC, ITV and Netflix, and many independent film and TV producers, academic institutions and individual content creators.
But we are more than just a reseller; we are a trusted business partner and an extension of our customers’ and suppliers’ teams. With over 200 dedicated professionals across six locations, we genuinely care about our customers. Our unrivalled experience and collective knowledge enable us to understand their needs deeply, allowing us to deliver first-class services tailored to find the right solution. Whether you’re looking for a compact camera, a complete studio system, or seeking expert sales or creative advice, we are here to help.
Our passion for what we do is reflected in every aspect of our business, from our meticulous engineers who ensure every piece of equipment is in prime condition, to our sales support team that offers peace of mind and independent, bespoke advice, and our highly skilled technical gurus and online services team.
Recognised in the industry as the ‘go-to reseller for all acquisition equipment,’ we take pride in our unique customer-focused and bespoke approach. Over the years, we have fostered close relationships and partnerships with over 1,000 brands and key manufacturers, including ARRI, Canon, RED, and Sony, among others.
Join us in our mission to provide exceptional service and innovative solutions, and become a part of our dynamic team that is passionate about serving our customers and driving success in the industry.

Please refer the Job description for details