After Sales & Technical Support (Ground Care)

Overview

Join our team as an After Sales & Technical Support specialist, where your expertise will be used to support our UK wide dealer network. You will be looking after all elements of After Sales within our business including technical support for our dealers and customers, warranty policies and procedures, supporting our field based sales team providing expert assistance, troubleshooting with strong communication skills to develop and build on existing relationships.

Duties

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• Respond promptly to dealer and customer inquiries via phone, email, or chat, delivering clear and effective technical support.
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• Diagnose and resolve technical issues related to products or services, guiding dealers through troubleshooting steps.
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• Coordinate with internal members of the team to ensure the flow of information and communication is passed to the correct people.
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• Conduct technical training with our dealer network, this could be updating existing dealers with new technical information or training a new dealer who is now retailing our product.
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• Maintain detailed records of both dealer and customer interactions, issues, and resolutions using Microsoft Office tools Excel, Word and CRM.
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• Manage service tickets efficiently, prioritising tasks based on urgency and impact.
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• Manage our demonstration fleet ensuring maintenance and repairs are carried out to keep the fleet up to date and ready for use at any one time. Manage the refurbishment of our used machinery programme, machinery will be refurbished to manufacturer standards. The machinery is then retailed through our own website.
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Skills

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• Excellent presentation skills with the ability to communicate technical information clearly and confidently.
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• Knowledge of engineering including service and repairs, hydraulics, battery maintenance and repairs. Electric vehicle maintenance and repairs, diagnostics and problem solving,
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• Strong customer service skills, as working with dealer, customers, and a hands on approach is vital.
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• Effective communication skills in English, both verbal and written, to liaise with diverse audiences.
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• Proficiency in Microsoft Office Suite, especially Excel for data tracking and reporting.
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• Solid understanding of IT concepts, hardware, software troubleshooting, and network basics.
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• Exceptional organisation skills with the ability to manage multiple tasks efficiently within tight deadlines.
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• Good time management skills to prioritise support requests effectively.
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Full training will be given to the successful candidate.

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