Jobs in Dorney

Are you or have you been a plumber that is looking to continue working in the industry but away from the physical part of the role?
Full Job Description
Are you or have you been a plumber that is looking to continue working in the industry but away from the physical part of the role?

About the Role
My client is seeking a proactive and customer-focused After-Sales Assistant to join their growing team. This is an excellent opportunity for someone with a plumbing / technical background and strong problem-solving skills who enjoys working closely with customers to deliver exceptional after-sales support.
As the primary point of contact for customers following product installation and delivery, you will play a key role in ensuring customer satisfaction, resolving technical issues, coordinating service activities, and supporting the ongoing performance of our products.
Key Responsibilities
Customer Support & Service Management

Act as the main point of contact for customers following product delivery.
Manage service requests, customer enquiries, complaints, and technical support queries via telephone and email.
Ensure customer issues are resolved efficiently and professionally.
Build and maintain positive customer relationships to support long-term customer satisfaction and retention. Technical Support & Troubleshooting

Diagnose and resolve mechanical, electrical, or software-related product issues.
Provide remote technical assistance and troubleshooting support.
Advise customers on product operation, maintenance, and best practices. Spare Parts & Service Coordination

Liaise with warehouse and internal teams to arrange replacement parts and service requirements.
Maintain accurate records relating to spare parts, service activities, and customer interactions. Documentation & Reporting

Process and input service orders onto the ERP system, ensuring customer sales and purchase order information is accurately recorded.
Produce service performance reports and assist with root cause analysis investigations.
Identify recurring issues and trends to support continuous improvement initiatives. What We're Looking For
Technical Knowledge

Plumbing experience or knowledge is highly desirable.
Understanding of Root Cause Analysis (RCA).
Ability to read and interpret technical drawings.
Awareness of relevant safety standards and procedures. Experience & Qualifications

2–5 years' experience in an after-sales, service engineering, technical support, or similar role.
Previous experience in a customer-facing technical environment is preferred. Key Skills

Strong diagnostic and troubleshooting abilities.
Excellent verbal and written communication skills.
Customer-focused approach with a commitment to delivering outstanding service.
Strong organisational and time-management skills.
Ability to prepare clear technical reports and documentation.
Flexibility to travel to customer sites when required. Performance Measures
Success in this role will be measured against:

Service response times
First-time fix rates
Customer satisfaction scores