Summary
Job Title: Technical Support and Warranty Manager
Location: VES Head Office, Eagle Close, Chandlers Ford Industrial Estate, Chandlers Ford, Eastleigh, Hampshire, SO53 4NF
Employment: Full time
Hours Per Week: 37.5hrs per week (8am – 4:30pm) Monday to Friday with a 1hr unpaid lunch break)
Description
About VES:
VES supply and manufacture a wide range of air handling, heat recovery, supply and extract units for public, commercial and industrial buildings across the UK. VES also offers a wide range of specialist services to improve the performance and life of existing HVAC equipment.
Products combining excellent build quality, high performance, and quick response nationwide customer support, creates value and makes a difference to occupants and building by improving air quality, building operation and the environmental impact.
Role Overview:
Purpose of Role:
To Manage all Customer Service activities and staff ensuring departmental functions are completed efficiently and in line with set KPI’s with a focus on continued improvement, while ensuring the Customer service department is Optimizing customer satisfaction in delivering first time solutions in the field coordinating all activities and resources to achieve this giving our products lifetime value at the best quality and total lowest cost.
To provide leadership and guidance to the Customer Services team, maintaining focus on the company’s strategic goals, and work internally and externally to build strong relationships with VES clients through leading successful resolution of Warranty issues.
To build strong working relationships between Customer Service department and other VES departments, focusing on improved communication through customer service project lifecycles
Role and Responsibilities:
- Ensure the efficient day to day management of the Customer Service department, ensuring all staff are operating to company process and performing within Dept KPi’s, managing and issues in performance with the company HR guidelines
- To promote a safe working culture ensuring staff are safe and adhere to health and safety policies and customer directives while in the field.
- Manage the hotline operatives who technically assist clients over the phone and the customer service team who arrange warranty visits, post installation checks and site investigations.
- Oversee the Scheduling of external engineers who carry out warranty works, Post Installation Checks and Site Investigations
- Oversee the Managing of spare parts and determine if they are covered under warranty.
- Be a main point of contact for all Service specialists within VES responsible for managing customer technical advice, complaints/Warranty claims, supporting the team and prioritising cases to get to correct resolution for the client and the business, ensuring all daily activities are completed above satisfactory levels.
- Ensure all client communication is managed effectively to manage client’s expectation and customer satisfaction
- Own and maintain initiatives to identify and implement ways in which services can be improved to maximize value and minimize cost, risk, and downtime.
- Feedback reoccurring warranty issues to the QA department.
- Manage lateness and sickness absences through return to works, absence review meetings and disciplinary’s
- Manage poor performance of individual employees, and formally taking them through a performance improvement plan or disciplinary if necessary.
- Build relationships with internal department heads, and customers to facilitate and deliver effective solutions.
- Complaints reporting and escalations
- Any other duties deemed appropriate by your Line manager or leadership team
Why work for us?
We want to create new ways of working, led by our strong values. As a Technical Support and Warranty Manager your role would be pivotal in helping us achieve our aim. Join us on our mission to be the premium UK ventilation solution provider.
Our values we work to, every day.
- We communicate
- We act with purpose, we act now
- We think customer
- We develop and grow
- We work as a team
- Safety starts with me
At VES we offer a range of benefits for all our employees.
- Celebration day – if your birthday falls on a working day
- The chance to enrich your role and become a Fire Warden, First Aider, or a Mental Health First Aider
- 22 Days Annual Leave plus bank holidays
- Life Assurance
- Good transport links (Chandlers Ford train station)
- Free coffee and Tea
- Annual Employee Awards
- Company Pension
In addition to all this, you’ll also be entitled to additional benefits including:
Opportunities to Develop and Grow: We are committed to the learning and development of all staff to reach their full potential and as such we offer great opportunities to develop and grow within the business.
Health and Wellbeing: We offer a free and confidential Employee Assistance Programme offering advice on a range of topics.
The Cycle to Work Scheme means you can save money on tax and National Insurance whilst looking after yourself and the planet.
If you think you have the skills and experience required amend accordingly for this role, please apply today.