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Description

Reporting to: Regional Operations Manager Service

Responsible for the provision of post-sales technical support team to the UK division of Chloride. Primarily supporting the service divisions (both internal & distributors) by providing technical advice/solutions and distribution of technical documentation. Provide technical input where required to field service reports prior to call closure by service control, ensuring that all follow up work is identified, and sufficient information passed to service control to schedule the revisit.

Escalation/Event Technical Management

•Provide technical problem management for customer escalated sites
•Communicate technical action and contingency plans
•Work with the Training Support Manager to develop/provide a technical solution
•Interface with Field Tech Manager to develop on site fix/solution, via Field Engineers
•Provide on-site technical assistance in escalated situation
•Report findings/fix back to Training Support Manager
•Develop, manage and improve escalation processes

Responsible for post-sales customer technical support (contract & non-contract) via the technical help desk for end user customers

•Respond to technical calls received from customers
•Respond to calls received via LIFE Team when in depth analysis required
•In cases of reported faults, focus to be on phone fix. Where not possible sufficient information to be retrieved to provide technical analysis to enable visit to be scheduled
•When site attendance is required, creating ECO forms detailing history, analysis & suggested action
•Provide Duty Management support on a rota basis

Provision of Technical Support to Service Engineers

•Ensure engineers are provided with sufficient information to enable commissioning, service and repair of products
•Liaison with factory tech support teams when required to resolve specific issues
•Development of field support engineering capabilities
•Ensure LIFE team have sufficient knowledge to maximise interpretation of LIFE data and therefore identify / resolve issues which may arise
•Ensure optimum performance from LIFE system
•Provide and manage local development of LIFE Services

Upkeep of Technical Library

Liaise with Technical Training Manager to ensure all technical manuals, service bulletins and service notes are up to date and managed under version control.

LIFE.NET

Management of the LIFE 24 hr team who operate the UK LIFE.NET watchstation and also function as a 24hr breakdown desk.

Work with the team to develop & implement working procedures to ensure customer expectations of the LIFE offering are met (Problem identification & rectification, continuous communication, monthly reporting, etc).

Work with the team to develop and implement working procedures for non-LIFE breakdown response management.

Monitor performance of the LIFE system & perform system maintenance/upgrades to optimise performance

Knowledge, skills and Abilities:

1.Strong focus on customer satisfaction and long-term customer relation building.
2.Excellent organisational and time management skills.
3.Excellent written and verbal communications
4.Electrical engineering qualification or suitable experience.
5.Experience within a similar engineer service industry, preferably with UPS or power equipment.
6.Previous experience of supervising / managing an engineering team.
7.Self motivated and capable of operating with minimal supervision.
8.Ability to successfully interface with various departments and personnel in potentially stressful situations.

Competitive salary; 25 days holiday; pension scheme; life assurance