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TECHNICAL SUPPORT SPECIALIST

Job Title: Technical Support Specialist

Reports To: Technical Support and Training Manager

Job Scope:

Working on your own initiative and as part of a team you will be expected to ensure the smooth operation of the Turf Division by working in a professional efficient manner, achieving customer satisfaction by ensuring the company delivers the service as promised. By providing Technical after-sales/product support to the retail sales team, service centres, dealer network and end-user customers.

A mixture of hands-on support and remote support is required across the North of England, Scotland and Northern Ireland.

Objectives

• The management of dealer and service centre after-sales support activities
• Monitoring of product performance, on site reviews and machine set-up
• Liase with key account customers ensuring that their operations are offered first class support, effectively enhancing their perception of the Reesink UK product range.

Prime objective is to always approach tasks with education in mind, to learn and to pass on the knowledge gained to others. Constantly raising the standards of all involved with the Toro product range, thus Minimising any down time that the customer may experience.

Key Responsibilities

• To receive and follow up technical enquiries, from the source
• To provide technical support and solutions to Dealer network and end user customers.
• Assist production with technical issues
• Be aware of and understand all technical information, e.g. bulletins, service manuals etc
• Have a full working knowledge of the product range including options and variances
• Attend training and service schools as requested, both in the UK and overseas
• Ensure warranty claims are processed and closed quickly
• Monitor dealer/service centre after-sales performance
• Manage the dealer/service centres in such a manner that all after-sales concerns are efficiently handled and fully resolved.
• Ensure that the dealers and service centres are following and working within the policy and procedures of the brands distributed by Reesink UK.
• Carry out after-sales meetings with dealers/service centres at least once every quarter using a pre-advised and agreed agenda. Carry out after-sales reviews at agreed intervals with key account customers using the pre-printed form and guidelines
• Keep accurate records and reports of all visits and corrective action
• Ensure ‘Product Quality Observation System’ forms are processed and closed promptly
• Liase with all departments within the Turf division
• Prepare and carry out dealer and operator training courses
• Attend shows and exhibitions as required
• Assist with demonstrations as required
• Assist the Account Managers in the promotion and sales of the product where appropriate
• Carry out Tournament support when required.
• Carry out any duties as requested by the company in accordance with their contract of employment
• To have a positive and professional manner when representing the company
• As a company employee you will abide by the company rules and adhere to the Health and Safety policy.

This job description includes the most significant duties; other duties will be required to be met to ensure the smooth operation of the department. Your flexibility in responding to tasks outside the normal scope of your position is expected.

Address for candidates to apply: