Field Service Technician

Description:

The Field Service Technician is responsible for the delivery of the field-based services that are available to customers across our UK brands.

In this role you will part of the team ensuring that the best standards are met for our customers enabling a seamless service journey that meets their requirements.

As part of the Customer Service Operations Team, you will be required to work closely with the wider function to ensure there is a unified approach to delivering excellent service.

The role is pivotal to achieving the two key elements of the Customer Service vision – delivering best in class service and service revenue against budget.

Basic Functions
 

• To act as a brand ambassador for our products and services through contact with our consumers
• To undertake service visits by repairing and replacing our products across all our brands
• Provide feedback into the business on technical field issues by raising early warnings
• Deliver excellent customer service across all our UK brands
• Represent the company professionally in any conflict situations
• Reduce warranty costs by delivering against business defined Key Performance Indicators
• Complete appropriate Site Investigations when required
• Support business revenue by ensuring customers are offered appropriate spare parts and upgrading replacement products where suitable
• Support Trainee Field Service Technicians when required
• Comply with all Health and Safety processes adhering to a zero-tolerance approach to adherence
• Follow the company stock control process to ensure accurate van stock levels are maintained
  
   

Skills/Requirements
 

• Effective and proven customer service experience
• Ability to work unsupervised and alone
• Driven to achieve business targets that drive customer satisfaction
• Plumbing background an advantage
• Strong verbal and written communication skills
• Full UK Drivers License with a maximum of 6 points