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Retailer Support Engineer

 

Position:

Retailer Support Engineer

 

Main Purpose of the job

To provide high quality technical support and documentation to all customer facing touch points. Plan and manage

retailer and staff training events.

Responsibilities:

1. Operations

Compile and authorise standard operations and standard repair times

Implement improvements in line with personal objectives

Undertake retailer and customer visits as required (overnight stays where necessary) prepare visit reports, concluded

and communicate findings and follow up where necessary.

Appoint, assess and audit workshops.

Plan and manage retailer and staff training events (on or off site)

Provide assistance with complex warranty claims and process claims during peak periods.

Professionally provide technical support to all customer facing touch points.

Use problem solving techniques to find the root cause and eliminate customer concerns

Handle both customer and retailer technical calls including team escalations

Feedback quality issues into the organisation in a formal manner using Customer Critical Concern and Early Warning

Reports

Provide support and assistance to prevent factory returns

Liaise both internally and externally with third parties to resolve customer queries

Apply the company policies and procedures in a fair and consistent manner

Treat sensitive company information with absolute confidentiality

Apply General Data Protection Regulation rules

Attend industry shows and meeting including retailer visits

All other reasonable duties required to meet the ever-changing needs of the aftermarket

Promote a team spirit within your own team and across other teams.

Provide direction and support to the team in line with the business strategy.

2. Communication

Escalate legal or high priority situations to the Customer Care Manager

Chair meetings including setting an agenda, documenting and issuing minutes, and following up actions.

Identify and draft technical bulletins for issue to the retailer network

Foster close working relationships with other teams to achieve the company strategy

Input into regular team leader meetings using facts and data

Present feedback when requested to all levels of the business

3. Health and Safety

Work safely as set out in the health and safety policy

Reporting near miss incidents/accidents

4. Business improvement

Promote a culture of continuous improvement

Lead continuous improvement activities

Participate in continuous improvement teams and support other teams when requested

Utilise innovation of the team to improve processes, workflow, productivity, etc.

Promote and encourage 5s disciplines

Qualifications:           

Education to GCSE level or equivalent (including Maths & English) ideally HNC or equivalent in an engineering subject

Knowledge and Experience:

Good knowledge of manufacturing techniques

Engineering background is desirable but not necessary

Experience of dealing with customers is desirable

Computer literate with a working knowledge of Microsoft office

Introduction and management of change

Continuous improvement tools and techniques

Health and safety processes

Budget management

Presentation skills

Attributes:

Confident and self-motivated

Can work under own initiative to prioritise and meet deadlines

Methodical and process minded

Excellent attention to detail

Good communication skills

Ability to multi-task and prioritise own workload

Good level of business Acumen

Leadership qualities

Team player

Self-motivated

Resilient

Organisational skills

Interpersonal skills

Normal Hours of work: 

Days : Mon, Tues, Wed, Thurs Hours : 08:30 to 17:15

Fri 08:30 12:30

The post holder would be required to work the hours necessary to fulfil the requirements of the role.

How to Apply:

Please forward an up to date copy of your CV or internal application form to recruitment@erwinhymergroup.co.uk

Closing date:

05 Mar 2020