The role would suit someone who is structured, detail‑focused and confident communicating with both customers and engineers.
Key Responsibilities
* Act as the first point of contact for incoming support requests, triaging where appropriate
* Review engineers’ service reports for clarity and accuracy, making amendments where required
* Issue version‑one service reports promptly
* Identify follow‑up parts requirements and manage the parts identification process
* Liaise with customers regarding advisory actions following site visits
* Provide back‑office support within the CRM system, ensuring all communication is logged correctly
* Update work plans and checks as directed by the Technical Support Manager or Service Manager
* Produce monthly reports covering cases, work orders and service appointments
* Provide office cover during holiday or sickness periods
* Assist with support relating to both machinery and project‑based issues
* Ensure technical manuals are accurate, up to date, and aligned with internal systems
* Proactively update customers on ongoing cases and escalate issues where necessary
* Undertake any additional duties reasonably requested to support the service department
What We’re Looking For
* Strong organisational skills and attention to detail
* Clear and professional communication, both written and verbal
* Confidence working with engineers, customers and internal teams
* Ability to manage multiple tasks and maintain accuracy under pressure
* Familiarity with CRM systems or service‑based environments is beneficial
* A proactive approach to problem‑solving and follow‑through
Why This Role Matters
This position plays a central role in ensuring customers receive a professional, timely and well‑coordinated service experience. You will be a key link between the engineering team, the service department and the customer — helping maintain high standards and operational efficiency
Salary description
£30000.00 - £35000.00 per year