Technical Service Co-ordinator

About the role

GROHE UK is looking for a Technical Service Co-ordinator to handle inbound service contacts from its customers, covering product questions, fault analysis, installation support and warranty claims. The role balances customer service with cost-effective solutions so that the warranty budget is met.

Key responsibilities

• Provide first-class customer service on inbound service contacts received by call and email, with an even split between them.
• Answer technical product questions using the training and systems available, and give accurate specification advice to customers of different technical expertise.
• Analyse product faults, assess whether they fall within warranty conditions, identify spare parts and dispatch them, and send out engineers when needed.
• Provide installation support across the full range of GROHE products.
• Complete all company training and learn independently to keep up with GROHE products.
• Manage new and existing warranty claims, check their progress and switch orders to meet agreed SLAs.
• Administer warranty processes from invoice approval and out-of-warranty invoices to payment processing, engineer job sheets, fault reporting and complaint handling.
• Balance customer expectations with cost-effective solutions to protect the warranty budget.
• Act as an ambassador for GROHE UK, uphold group values, and actively promote the benefits of GROHE products within defined boundaries.
• Handle all inbound telephone calls and service cases within the defined SLA and deliver service quality targets.

The closing date for applications is 12/07/2024; candidates apply online.