We are looking for a resilient, dynamic, and customer-focused Service and Warranty Advisor to join this fast-paced team based in Newark. In this role, you will be crucial in providing exceptional service to clients, ensuring that all warranty and service enquiries are handled quickly and professionally. You will thrive in a high-energy environment and work alongside a team where banter is part of the day-to-day. While the workplace is fast-paced and demanding, it’s also collaborative and supportive.
You’ll be reporting to the Service Manager, who has been with the company for 22 years, bringing a wealth of knowledge and experience to guide you in the role. The ability to adapt under pressure, maintain professionalism, and contribute positively to a male-dominated team is key to success in this role. If you enjoy working in a lively, challenging environment and delivering world-class service, this is the perfect opportunity for you.
Key Responsibilities:
- Customer Service Support: Serve as the first point of contact for customers regarding warranty claims, service requests, and general technical support. Ensure all customer issues are resolved efficiently and to the highest standard.
- Warranty Management: Handle the warranty process from start to finish, ensuring claims are submitted, reviewed, and processed on time. Collaborate with service teams to ensure compliance with warranty guidelines.
- Service Scheduling & Coordination: Coordinate with customers and service teams to schedule repairs, maintenance, or troubleshooting services. Keep all parties informed and ensure timely completion.
- Technical Assistance: Provide clear, practical advice to customers about equipment issues and potential solutions. When necessary, escalate more complex problems to senior technical teams.
- Documentation & Reporting: Maintain detailed records of service requests, warranty claims, and customer interactions. Generate regular reports for internal use.
- Parts Management: Work with parts teams to ensure necessary parts are ordered and available for repairs, minimising downtime for customers.
- Team Collaboration: Work closely with service engineers and other team members to ensure a smooth workflow and high levels of service. Maintain a positive, team-oriented attitude in a high-energy, sometimes hectic environment.
- Customer Satisfaction: Ensure that customers receive world-class service at all times, following up on completed services to guarantee satisfaction and promote repeat business.
About you:
- Experience: At least 2 years in a service or warranty advisory role, ideally within a technical, construction, or machinery service environment.
- Resilience & Adaptability: Able to handle a busy, fast-paced environment while maintaining high standards of customer service. Comfortable working in a male-dominated environment and contributing positively to team dynamics.
- Team Player: Enjoys being part of a team, can banter with colleagues, and maintains a positive attitude in a dynamic workplace.
- Customer Focused: Strong commitment to providing excellent customer service, with the ability to quickly resolve issues and ensure satisfaction.
- Technical Knowledge: Understanding of machinery and technical service processes, or the willingness to quickly learn and develop expertise.
- Communication: Strong verbal and written communication skills, with the ability to explain technical issues in a clear and accessible way.
- Organisational Skills: Ability to manage multiple tasks and priorities with attention to detail, ensuring timely follow-up and completion of all service requests.
Personal Attributes:
- Proactive, with the ability to work independently and as part of a team.
- Adaptable and resilient under pressure, with a flexible approach to problem-solving.
- Strong sense of humour and ability to contribute to a positive, lively work environment.
- Positive, can-do attitude with a focus on results.
How to Apply:
If you thrive in a busy environment, enjoy working with a great team, and are passionate about providing world-class service, we'd love to hear from you. Please send your CV!
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