Customer Service
Permanent,Full-time
Job Description
- To receive and log breakdown and assistance requests from our customers and offer phone support on machine diagnostics and possible repair of our hire fleet at first point of contact
- To direct our mobile service engineers to service breakdowns and provide information via our internal recording
- Assess information from service calls
- Update and maintain troubleshooting and quick start guides on our SRM
- Gather information from service calls, customer assistance requests, depot engineers and manufacturers of the machinery in our hire fleet
- Use information to create internal service bulletins with the aim of reducing and elimination of call outs and breakdowns
- To supply assistance and information to internal departments on workshop processes, delivery processes and technical information on machinery
- To create, maintain and update tools and procedures within the technical support department required for assistance to customer calls
- To create update and monitor internal and external service bulletins and communicate these to all service engineers within the company
Required Knowledge, Skills, and Abilities
- Excellent communication skills
- Calm under pressure
- Have an interest in machinery and a willingness to learn about our fleet
- Customer focused
- Strong PC skills
- Highly organized
- Good team player
- Previous experience in a customer support role beneficial
- Technically minded and able to explain complex solutions in an easy to understand manner
- 100% fluency in English, both verbal and written
Reference no: 90205