Technical Customer Support Coordinator (Manufacturing)

Austin Fraser; Maesteg; On-site; GBP 30,000

Job description

Technical Customer Support Coordinator (Construction Manufacturing)

£30,000 + Fantastic Contractual Benefits & Bonuses

Maesteg

Full Time

Permanent

We are absolutely thrilled to be working alongside our Award Winning Construction Manufacturing client as we look to recruit for a customer-focused Technical Services Advisor.

As our successful candidate you will be responsible for ensuring that all incoming technical enquiries are dealt with in a timely and professional manner.

The role involves assigning caseloads to a team of technical construction engineers, responding to technical queries over the telephone and via email, and logging responses in line with the set process. The role will also be responsible for co-ordinating costing enquiries for bespoke products, which involves reviewing previous technical guidance in order to ensure the manufactured product is in line with the technical guidance provided.

This is an extremely fast-paced and enjoyable role - full training will be provided by our client through structured programs with potential to excel through their business over time.

Your New Role

1. Review and assess incoming enquiries and assign caseloads to technical engineers in line with the set process and response times.
2. Offer technical support over the phone and via email for enquiries that fall within the required competency level on the company SKEB matrix.
3. Maintain appropriate records in the CRM system in line with the technical process.
4. Build relationships with stakeholders and team members.
5. Utilise key performance indicators (KPIs) to measure the level of service provided and response times to customers.
6. Assist with recording data and additional tasks with team leader when required.
7. Carry out reviews into technical involvement on projects as and when required. Put together project timelines and brief summaries of technical involvement. Pull reports from within the system for legacy data to support.
8. Take responsibility for the co-ordination of the internal bespoke product ordering process - reviewing previous technical feedback and ensuring that the product being ordered is in line with the technical solution we have given advice on.
9. Fully record reports and responses in the in-house CRM system.
10. Communicate with customers to clarify details.
11. Respond and record within set timeframes / deadlines.
12. Attend weekly meetings with the technical services team and offer feedback.

Previous Experience

For you to be successful in this role it is essential that you have a strong customer-focused and admin-intensive background, ideally offering technical support to your wider team both internally to the business as well as field-based. Working with a CRM & ERP system would also be massively beneficial.

Contractual Benefits

1. Monday to Friday (Office Hours)
2. Bonus Share Scheme (the amount of shares depends on the level of the role)
3. 4% pension contribution subject to the employee meeting their thresholds (5%)
4. 24 days annual leave plus 1 when 2 years' service is achieved
5. Death in Services X2 salary
6. Free EV charging at our sites
7. Cycle to Work scheme
8. EAP - mental health support

To Apply

Please click on the link to Apply - ensuring all your contact details and CV are thoroughly up to date. We look forward to receiving your application.

Kelly Newell
Manufacturing Perms Manager
Avid Personnel