Customer Service Engineer - Remote


Purpose of role

Delivering optimal customer satisfaction through effective first-time solutions, site attendance and continuous client liaison to ensure successful operations of VES products ensuring lifetime value.


£27,166 - £40,206 (plus uncapped overtime)


Roles and responsibilities

  • To embody our Business Values, demonstrating a culture of integrity and concern for the customer experience whilst representing our Brand onsite.
  • Always ensures compliance with Health & Safety Regulations, liaising with clients prior to site attendance. Ensure relevant risk assessments are in place where necessary and regularly reviewed. Reducing risks by creating better, safer working conditions, breading a culture that Safety Starts With Me.
  • To attend site to conduct fault finding and deliver an effective solution to the faulty equipment under a warranty claim.
  • To attend site to conduct Post installs to ensure effective installation by both VES engineers and our clients, to support successful handover.
  • To attend site to carry out investigations to establish reason for product failure and rectify if possible, if not to report effectively for a quotation to be prepared for paid works.
  • To provide technical Support to our clients and Case handlers to resolve client enquiries and complaints in a timely fashion.
  • To acknowledge scheduled site visits and review, highlighting any concerns prior to attendance, ensuring you are setup for first time pass.
  • To provide detailed and professional technical reports to our clients within 48hrs of the visit to provide customer confidence that our solution was effective and provides lifetime value.
  • Provide feedback on issues thorough QA reporting to enable effective preventative measures to be implemented, using the DOR process and customer satisfaction meetings, driving continuous improvement.
  • To work collaboratively with clients and all VES departments to delivery sustainable solutions and long-term preventative solutions.
  • To work effectively and accurately, ensuring all digital documentation is maintained and current on CRM and AXA where appropriate, ensuring any changes in plans, such as cancelled visits are effectively communicated.
  • To be flexible and be able to work extended hours, with overnight stays within the UK.
  • To understand the mechanical components of ventilation equipment supplied by VES, to enable efficient fault diagnosis.
  • To understand VES controls, including components, wiring diagrams and software, to enable efficient fault diagnosis.
  • Maintain the company’s Health and safety policies and ensure that all employees are aware of health and safety regulations.
  • Maintain Accurate Van stock of key components identified by your line manager and to conduct monthly stock takes.
  • Ensure all tools, hardware and vehicles are maintained and kept safe.
  • Provide support to other areas of the business within your skill set at the request of your line manager.
  • Provide training to less experienced colleagues within your field of expertise.
  • Ensure as far as reasonably practicable that VES complies with all statutory and regulatory requirements.
  • Any other duties deemed appropriate by your line manager.

Other benefits:

  • Door to door travel paid
  • Uncapped overtime
  • Company vehicle with fuel card
  • Company phone
  • Toolkit provided

You can be based anywhere in the UK however regular travel is required to London, North East, North West and our Head Office based in Chandlers Ford. 

If you think you have the skills and experience required for this role, please complete the application form and upload your covering letter using the following link.