Plumbing after sales

\n Are you or have you been a plumber that is looking to continue working in the industry but away from the physical part of the role?About the RoleMy client is seeking a proactive and customer-focused After-Sales Assistant to join their growing team. This is an excellent opportunity for someone with a plumbing / technical background and strong problem-solving skills who enjoys working closely with customers to deliver exceptional after-sales support.As the primary point of contact for customers following product installation and delivery, you will play a key role in ensuring customer satisfaction, resolving technical issues, coordinating service activities, and supporting the ongoing performance of our products.Key ResponsibilitiesCustomer Support & Service Management\n

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• Act as the main point of contact for customers following product delivery.
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• Manage service requests, customer enquiries, complaints, and technical support queries via telephone and email.
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• Ensure customer issues are resolved efficiently and professionally.
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• Build and maintain positive customer relationships to support long-term customer satisfaction and retention.
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Technical Support & Troubleshooting\n

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• Diagnose and resolve mechanical, electrical, or software-related product issues.
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• Provide remote technical assistance and troubleshooting support.
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• Advise customers on product operation, maintenance, and best practices.
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Spare Parts & Service Coordination\n

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• Liaise with warehouse and internal teams to arrange replacement parts and service requirements.
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• Maintain accurate records relating to spare parts, service activities, and customer interactions.
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Documentation & Reporting\n

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• Process and input service orders onto the ERP system, ensuring customer sales and purchase order information is accurately recorded.
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• Produce service performance reports and assist with root cause analysis investigations.
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• Identify recurring issues and trends to support continuous improvement initiatives.
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What We're Looking ForTechnical Knowledge\n

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• Plumbing experience or knowledge is highly desirable.
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• Understanding of Root Cause Analysis (RCA).
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• Ability to read and interpret technical drawings.
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• Awareness of relevant safety standards and procedures.
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Experience & Qualifications\n

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• 2–5 years' experience in an after-sales, service engineering, technical support, or similar role.
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• Previous experience in a customer-facing technical environment is preferred.
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Key Skills\n

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• Strong diagnostic and troubleshooting abilities.
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• Excellent verbal and written communication skills.
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• Customer-focused approach with a commitment to delivering outstanding service.
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• Strong organisational and time-management skills.
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• Ability to prepare clear technical reports and documentation.
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• Flexibility to travel to customer sites when required.
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Performance MeasuresSuccess in this role will be measured against:\n

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• Service response times
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• First-time fix rates
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• Customer satisfaction scores
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