This is a multi-faceted position with the end goal of ensuring that our systems are working reliably when our clients come to use them.
We are a busy department within a vibrant and pro-active company, working in some of the most prestigious properties and super-yachts around the globe. Your primary role is to assist in supporting our installations where we have control systems, Audio/Video, Lighting systems, IT networks and many other bespoke components.
You will work closely with the other members of the aftersales team, carrying out a range of duties including telephone answering and some first line support, responding to emails, keeping our clients updated, ensuring that our field service team have the resources they need, as well as a range of other general office duties.
Role Responsibilities:
- Telephone reception. Answering incoming calls efficiently and ensuring that they are dealt with appropriately
- Responding to emails, finding the answers to the questions from your colleagues and ensuing that the requests are dealt with promptly and efficiently.
- Assisting our Aftercare Supervisor in scheduling service calls and directing service requests to our team of aftercare engineers. As part of this you would ensure that the engineers have the resources they need to carry out their jobs efficiently.
- Sending service request forms to clients. Where no service contract exists to ensure the client is aware of the charges prior to an engineer’s attendance.
- Updating the client on service resolutions. Following a service visit, update the client or house manager on the resolution and any follow-up required.
- Service tickets. You will be responsible for data entry and tracking on our specialist service software.
- Stock ordering and tracking. We have a large stock of components to ensure we can respond to issues quickly, and you will need to ensure that any orders to our internal project delivery team are placed correctly, tracked and updated using our own in-house systems.
- Tracking equipment repairs. Occasionally equipment does fail, and because of the nature of what we do, many components are designed specifically for our projects. Working with our project delivery team you will be responsible for logging and tracking the progress of products returned for repair or replacement.
Ideaworks design and install incredible technology into the most prestigious homes and super yachts across the globe. What we do constantly evolves as new technology is released; this keeps it exciting and challenging but always amazing. Come and join the team and be part of it!
Details
Title: Aftercare Administrator
Reports to: Aftercare Contract Manager
Hours of work: 9am to 5pm Monday to Friday (35 hours per week)
Location: Faversham, Kent.
Type: Permanent
Benefits: 22 days annual holiday, Cycle to Work Scheme, your birthday off, Specsavers Corporate Eyecare Scheme, Pension Scheme, Summer and Christmas party.
