Technical Support - Reed : Job Details

Aftersales Support Engineer

• Annual Salary: Competitive (to be discussed)
• Location: Plymouth
• Job Type: Full-time

My client in Plymouth is seeking an Aftersales Support Engineer with a strong background in electrical, refrigeration, or swimming pool knowledge to join their rapidly expanding team. The ideal candidate will possess excellent customer service skills and the ability to calmly and effectively handle customer requests and queries.

Day-to-day of the role:

• Organise and manage diagnostics and repairs of equipment through phone and email communication.
• Enter and handle customer technical enquiries using internal IT systems.
• Provide direct technical support to customers regarding product performance.
• Offer after-sales technical support to customer engineers.
• Guide customers on product offerings and applications.
• Contribute to product development and continuous improvement initiatives.

Specific Responsibilities:

• Diagnose technical queries and product failures via phone and online communications.
• Schedule service calls for engineers as required.
• Manage warranty claims and associated administration.
• Communicate with customers to resolve ordering, commercial, or technical issues.
• Maintain a safe, tidy, and clean workspace.
• Complete necessary paperwork and utilise information systems to track customer order status.
• Deliver exceptional customer service and help develop and deliver customer training.

Required Skills & Qualifications:

• Understanding of electrics, electronics, and IT systems.
• Knowledge of heat pumps and/or chemical dosing systems is preferable.
• Proficient IT skills, both online and offline.
• Strong customer service orientation.
• Ability to learn, adapt, and solve problems using manuals and instructions.
• Effective communication in technical terms with a diverse customer base, from engineers to end-users.
• Familiarity with swimming pool industry terminology.

Education/Experience:

• Two years of related experience in an electrical/engineering or swimming pool environment; or an equivalent combination of education and experience.

Benefits:

• On-site parking
• Casual dress code
• Bonus scheme

This full-time role is office-based, providing phone and online support. Remote work is not available for this position.