Aftersales Service Advisor

Job Description:

Aftersales Service Advisor

Rugby – 100% office-based, no hybrid option

£29,000

Position function:

Our client is committed to creating and operating a first class technical and aftersales service to its customers.   Machines will be repaired fast, reliably and safely, communication to customers will be timely and of a high quality. The aftersales service will impress all who visit and will be an asset to their company.

Working Relationships:

The role is positioned alongside a team of aftersales engineers and effective integration with these colleagues is key.  The position reports to the UK Aftersales Manager and will involve regular contact with technical colleagues in Europe as well as all members of the UK team. Externally the position will require daily contact with distributors and end users.

Technical support

• Provide fault finding and technical support to customers over phone and email
• Advise customers on best course of action to resolve technical issue. This could be:
  • Ask an aftersales or sales engineer to call them or the end user
  • Ask customer to return the machine for repair
  • Collect a machine from a customer
  • Quote and sell replacement parts
• Liaise with sales team or escalate issues with management when required
• Records actions taken

Reporting

• Review performance data and produce regular reporting for team and management
• Flag up problematic machines

Workshop organisation

• Manage spare parts store
  • Maintain stock of key parts
  • Re-organise the area when needed
  • Ensure stock coming in or out is recorded correctly
• Manage stock of loan machines
  • Record and follow-up shipment of machines out for loan
  • Replace / add machines to loan fleet when needed

• Maintain workshop standards - active involvement in managing workshop presentation, scrap management
• Booking in and out of Customer Machines
• Issue and process repair quotations

Calibration

• Calibrate relevant equipment prior to sale

Software Management

• Control the implementation of software updates
• Update new machines in stock and demo machines
• Communicate to the relevant team colleagues
• Ensure aftersales machines are updated

Other Technical

• Provide technical support to the Sales Teams for pre-sale product knowledge and occasional training.