Job Ref: 214724395

Date: 2021-09-22 16:59:56

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Our client is a leading provider of test equipment for the material and structural testing markets. A global company providing single-source convenience, they manufacture and service products used to test the mechanical properties and performances of various materials, components and structures in a wide array of environments.

To provide proactive co-ordination and organisation for order fulfilment and escalated customer issues for Dynamic Systems products. Managing actions and timelines across all key stakeholders for new installations and escalated customer issues.

Key Tasks & Responsibilities

Drive improvement in Customer Experience, measured by NPS, Available-for-Use and Warranty metrics

To co-ordinate and manage escalated customer issues to ensure all technical and commercial actions.

Liaise and communicate with customers to provide updates on resolutions to escalated issues.

To manage order fulfilment for Dynamic Systems Low Force products to ensure successful installations.

Contribute towards reduction in Installation and Warranty costs and making an improvement to VM in the Dynamic Systems business.

To work with and develop new technology for the support of customers and Field Service Engineers

Excellent organisation and time management are essential, giving clear and timely written actions and notes for all associated tasks

Good communication is essential, giving feedback and updates quickly.

Key Competencies (includes skills)

Prioritsation: capable of prioritizing own workload from both the perspective of the internal organization and customer perspective.

Communication: excellent communication both verbally and non-verbally with stakeholders across the globe.

Organisation: ability to run effective, concise and successful meetings taking clear notes and actions with deadlines.

Customer Focus: create and sustain a culture that puts a high priority on responsiveness to customer needs and that values a high degree of customer satisfaction.

Self-Starter: dedicated and pro-active approach to work with minimal supervision.

Team Player: works effectively with direct and wider team members and other members

Qualifications

1. Solid experience in similar co-ordination function (e.g., correspondence and activities for a group of up to 5 people).

2. Experience working in a technical background preferable but not essential.

3. Understanding and a working knowledge of computer systems and common software operating systems

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