Technical Support Specialist - Rotronics

Rotronics are looking for a new Technical Support Specialist. The job will be paid £17,000 with a chance to earn a favourable bonus. Candidates should apply before the closing date on Friday 12th January 2018. 

Purpose:

To ensure the timely diagnoses and repair of all products & units brought into Rotronics to agreed standards. 

Main Objectives:

Ensure timely and accurate diagnostic tests and technical repairs & maintenance on a range of battery management solutions are carried out to the agree standards

To ensure our internal systems CRM/BMIS/WMS (warehouse management system) are accurately maintained

To assist where required in the ongoing development of technical capability & warehouse management continuous improvement within the business

To engage in identifying upselling opportunities through customer contact & on-going communication

Responsibilities & Accountabilities:

  • To ensure that all incoming repairs are accurately captured on the company CRM system & manage the tracking of order numbers, escalating any non-conformance to the General Sales Manager
  • Carry out the agreed assessment on all units returned from our customers, escalating any issues where necessary & reporting to the agreed standard
  • To accurately diagnose and execute assessments on all units to the agreed standard which arise from a number of customer contact mediums - via web based solution, telephone etc
  • Formulate quotation in line with agreed process & passing onto the appropriate member of the Rotronics team
  • Upload quotations in an accurate and timely manner to the CRM database, contacting customer for authorisation in line with agreed timescales
  • To up sell to our existing client base & new prospects in line with agreed KPI’s –  you may be asked to be part of business wide campaigns & to support at trade shows
  • To manage the warranty process in line with agreed practices across our range of partners
  • Produce and manage reporting procedures for diagnosis for all major accounts (currently RAC and AA)
  • Support to ensure the continual maintenance of adequate repair stock levels/warehouse items in line with agreed processes, escalating any issues where necessary
  • Ensure all battery management deliveries and goods in are booked in correctly and then stored in the appropriate named area 
  • Assist in the build of our customers’ products, ensuring these are to the correct specification & health and safety processes are adhered to
  • Ensure the Rotronics Quality Control system for your area of responsibility i.e. from repair & reporting to despatch is to the agreed standard.  Note, this may be currently carried out by a third party, however random checks/support would be required 
  • Ensure finished repairs are packed accurately and with the correct paperwork/address
  • To adopt a professional approach at all times, ensuring all customer related communication (answering of incoming calls/web related communication) is to a high standard
  • To assist management in any other related tasksto enhance the efficiency of the Technical/Administration function as a whole in line with business needs
  • Adopt safe working practices in line with current Company procedures and to undertake appropriate training in Health and Safety
  • Have a personal current up to date appraisal/development plan in operation at all times so that you undertake appropriate learning and development activities for your role

Knowledge and Skills:

  • Strong problem solving skills
  • Work effectively at all levels internally and externally
  • Good Interpersonal & team working skills
  • Verbal and written communications skills
  • Strong analytical skills
  • Logical thinking
  • Relationship & Influencing skills internally and externally
  • Organising and Problem solving
  • Strong focus on Customer Service
  • Experience & working understanding of CRM & other management information platforms

RO Behaviours:

  1. Flexibility and Adaptability
  2. Communication
  3. Team Working
  4. Initiative, Innovation & Continuous Improvement
  5. Planning and Organising
  6. Business Impact and Influence
  7. Customer Focus
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