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Technical Electrical / Lighting Customer Support / Surveyor

GENERAL JOB PURPOSE

To evaluate and respond to all technical enquiries to ensure that Customers receive concise, professional and technically correct information and support. You will also where needed go out to site to assist the surveying team.

DUTIES AND RESPONSIBILITIES

·Provide support and technical issue resolution by e-mail, phone and other mediums.

·Provide technical product support to:

Customers, i.e. wholesalers, contractors, specifiers, end users, etc.:

ØInstallation advice.

ØProduct fault rectification.

Field Sales:

ØTechnical support.

Internal Sales and Internal Technical Support Staff:

ØTechnical literature.

ØGeneral support.

·Answer telephones and provide support to the Customer Services team with technical questions from customers.

·Provide technical information to customers.

·Log customer complaints on the CRM database and maintain updates.

·Order authorised replacement products for customers.

·Arrange site visits to customer premises to conduct technical surveys, investigate and reports on fault and/or problems and to arrange replacement items.

·Arrange the return of ‘faulty’ products to the Technical Department for evaluation and testing.

QUALIFICATIONS AND EXPERIENCE

Essential

·3+ year’s technical product experience specific to the commercial lighting industry - this could be as an electrician.

·Excellent understanding of lighting technology.

·Excellent computer skills, i.e. Windows, CRM systems, etc.

·Proven track record of effective customer service.

·Educated to GCSE level, preferably with grade C or above in Maths and English.

Preferred

·Qualified to degree level in an Electrical or Engineering discipline.

·An understanding of electronic product testing.

·Experience and understanding of Salesforce

·LIF qualified.

·Experience of lighting design systems, i.e. Relux, Dialux.

PERSON SPECIFICATION

·Strong team ethics yet able to work independently to meet deadlines.

·Excellent communication and interpersonal skills.

·Approachable and works well with people from different disciplines with varying degrees of technical experience.

·Highly organised, detail-orientated and prioritises workload effectively.

·Self-motivated, flexible, confident and enthusiastic.

·High energy and a passion for improving the customer experience.

Job added on 29-06-2014