Bolt-On Recruitment Ltd
Technical Support (Plumbing)
Job Location
Hillingdon, United Kingdom
Job Description
Benefits:
Holidays – 25 days – (3 days reserved for Christmas)
Company Pension – 5% company, 2% employee contributions
Quarterly bonuses
Eyecare Vouchers
Cycle to work scheme
Buy and Sell Holiday
Extras – Discount vouchers
Share Scheme
Enhanced Maternity/ Paternity/ Adoption
Salary Exchange Pension
Sick Pay
EAP
Death in Service
Simply Health – PMI if the employees want to opt in and pay for themselves
On-site canteen
Company Profile:
The world’s largest manufacturer of products and their family of brands who develop safe, sustainable, and efficient solutions through a range of engineered and innovative products for plumbing and heating, smart homes, and specialist industries around the world, are now looking for an experienced Technical Helpdesk Advisor.
Job Overview:
As the successful Technical Helpdesk Advisor, your primary function will be to provide expert technical guidance and assistance to internal and external customers, ensuring they receive top-tier technical support and solutions for the entire company product range.
Key Responsibilities:
Customer Support:
* Provide exceptional high-level technical support via phone, email (and live chat) whilst meeting department KPIs and objectives
* Diagnose and resolve complex technical issues related to our products promptly and efficiently especially in relation to Commercial Valves
* Collaborate with the Customer Service team to ensure timely and satisfactory issue resolution
Documentation and Training:
* Develop and implement a robust knowledge base system that includes FAQs, trouble shooting guides and product documentation to assist customers and internal teams
* Create training material and conduct training sessions for internal staff and customers on our product range
Quality Assurance:
* Ensure that all technical support interactions meet quality standards and adhere to company polices and procedures
* Monitor customer feedback and implement improvements to enhance the customer support experience
* Maintain records of customer interactions, technical issues, and resolutions for reporting and analysis purposes
* Review marketing materials including websites, product guides, technical guides, data sheets to ensure correct and up to date information is being provided
Technical Expertise:
* Demonstrate an in-depth understanding of the Reliance Valves, JG Speedfit, John Guest, SharkBite, and JG Underfloor product ranges, including installation, maintenance, trouble shooting and their integration within plumbing and heating systems
* Stay updated on industry trends, product developments, and best practices to provide accurate and up-to-date technical support
Product Knowledge:
* Serve as a subject matter expert on the entire RWC product range
* Assist with product development by providing feedback and insights gathered from customer interactions
Escalation Point:
* Act as the escalation point for complex technical issues that require advanced trouble shooting and problem solving
* Collaborate with engineering, quality and product development teams to resolve critical issues
Skills & Experience:
* Proven experience in technical support role or a similar role within the plumbing and heating industry
* Strong knowledge of plumbing and heating systems and fluid applications, including boilers, water heaters, pipes, valves and underfloor heating
* Excellent communication and interpersonal skills
* Strong problem-solving abilities and attention to detail
* Familiarity with CRM software for tracking and managing customer enquiries
* Ability to work collaboratively in a team and independently
* Customer focused with a strong dedication to providing exceptional service
* Willingness to stay updated on industry developments and product knowledge through continuous learning
* Proactive attitude in identifying potential process and product improvements
* Strong time management skills to meet deadlines and manage workloads
* Positive and professional demeanor in all interactions
* Comply with all current health, safety & environment regulations in operation within the company whilst carrying out your duties.
Hours of Work:
* 37.5 hours per week
* Monday to Friday, flexi-hours between 8.00am to 5.30pm
* Quarterly bonus: £400 per quarter, deduction factors related to KPI
Location: Hillingdon, GB
Posted Date: 9/27/2024
Holidays – 25 days – (3 days reserved for Christmas)
Company Pension – 5% company, 2% employee contributions
Quarterly bonuses
Eyecare Vouchers
Cycle to work scheme
Buy and Sell Holiday
Extras – Discount vouchers
Share Scheme
Enhanced Maternity/ Paternity/ Adoption
Salary Exchange Pension
Sick Pay
EAP
Death in Service
Simply Health – PMI if the employees want to opt in and pay for themselves
On-site canteen
Company Profile:
The world’s largest manufacturer of products and their family of brands who develop safe, sustainable, and efficient solutions through a range of engineered and innovative products for plumbing and heating, smart homes, and specialist industries around the world, are now looking for an experienced Technical Helpdesk Advisor.
Job Overview:
As the successful Technical Helpdesk Advisor, your primary function will be to provide expert technical guidance and assistance to internal and external customers, ensuring they receive top-tier technical support and solutions for the entire company product range.
Key Responsibilities:
Customer Support:
* Provide exceptional high-level technical support via phone, email (and live chat) whilst meeting department KPIs and objectives
* Diagnose and resolve complex technical issues related to our products promptly and efficiently especially in relation to Commercial Valves
* Collaborate with the Customer Service team to ensure timely and satisfactory issue resolution
Documentation and Training:
* Develop and implement a robust knowledge base system that includes FAQs, trouble shooting guides and product documentation to assist customers and internal teams
* Create training material and conduct training sessions for internal staff and customers on our product range
Quality Assurance:
* Ensure that all technical support interactions meet quality standards and adhere to company polices and procedures
* Monitor customer feedback and implement improvements to enhance the customer support experience
* Maintain records of customer interactions, technical issues, and resolutions for reporting and analysis purposes
* Review marketing materials including websites, product guides, technical guides, data sheets to ensure correct and up to date information is being provided
Technical Expertise:
* Demonstrate an in-depth understanding of the Reliance Valves, JG Speedfit, John Guest, SharkBite, and JG Underfloor product ranges, including installation, maintenance, trouble shooting and their integration within plumbing and heating systems
* Stay updated on industry trends, product developments, and best practices to provide accurate and up-to-date technical support
Product Knowledge:
* Serve as a subject matter expert on the entire RWC product range
* Assist with product development by providing feedback and insights gathered from customer interactions
Escalation Point:
* Act as the escalation point for complex technical issues that require advanced trouble shooting and problem solving
* Collaborate with engineering, quality and product development teams to resolve critical issues
Skills & Experience:
* Proven experience in technical support role or a similar role within the plumbing and heating industry
* Strong knowledge of plumbing and heating systems and fluid applications, including boilers, water heaters, pipes, valves and underfloor heating
* Excellent communication and interpersonal skills
* Strong problem-solving abilities and attention to detail
* Familiarity with CRM software for tracking and managing customer enquiries
* Ability to work collaboratively in a team and independently
* Customer focused with a strong dedication to providing exceptional service
* Willingness to stay updated on industry developments and product knowledge through continuous learning
* Proactive attitude in identifying potential process and product improvements
* Strong time management skills to meet deadlines and manage workloads
* Positive and professional demeanor in all interactions
* Comply with all current health, safety & environment regulations in operation within the company whilst carrying out your duties.
Hours of Work:
* 37.5 hours per week
* Monday to Friday, flexi-hours between 8.00am to 5.30pm
* Quarterly bonus: £400 per quarter, deduction factors related to KPI
Location: Hillingdon, GB
Posted Date: 9/27/2024
Contact Information
| Contact | Human Resources Bolt-On Recruitment Ltd |
|---|