Technical Support and Warranty Executive

Help grow a safer, cleaner, healthier future for everyone, every day.

Crowcon Detection Instruments Ltd. is looking to recruit to the Service Admin department an FGA Technical Support and Warranty Executive to contribute to delivering company growth goals. We have been designing and manufacturing life-saving products for 50 years, protecting people from toxic and flammable gases.

Crowcon’s values are:

• Do the right thing
• Collaborate and support each other
• Always do your best
• Try new things
• Be yourself

What will you be doing?

As a member of the Service Admin Team, you will be responsible for ensuring that our service levels to our customers are exceeded and our levels of customer engagement support both pre-sales and post-sales customer enquiries. This role will work closely with the service operations team and the FGA sales teams to provide our customers with the technical support they require to minimise customer downtime and support customer acquisition. The team also shares technical expertise with customers and colleagues via Technical Notes and other publications and escalates issues to appropriate departments when problems arise.

Main Responsibilities:

• Expediently and professionally support product and technical queries from the customer facing teams, operations teams, service centres, Nationals, Independents and end users meeting defined SLA’s.
• Be a technical specialist across the range of FGA products and software applications.
• Analyse and review technical issues from customers to identify trends and put in place long term solutions.
• Ensure all calls and emails are logged in the appropriate contact handling system (i.e., CRM) with full descriptions of issues, problems, requirements and any timelines or agreements that have been made. Maintain an effective log with regular updates and close when completed.
• Support the generation of sales quotations by reviewing applications and suggesting technical/product solutions.
• Support product and application training as required.
• Share and publish technical information and ‘best practice’ with the aim of enabling customers and stakeholders to resolve issues without needing direct support:
• Support warranty requests, service requests or any other reasonable customer request in relations to FGA products.
• Any other reasonable request by the manager.

Your skills & experience

• Essential:
  • Experience in a customer facing role.
  • Experience in a service or repair role.
• Desirable:
  • Experience in a technical support role.
  • Knowledge of Crowcon products.

About you

• You are technically competent.
• You are a professional, friendly, customer-oriented person with the ability to communicate at all levels.
• You have attention to detail with a calm attitude.
• You can work as part of a lively team and with constantly changing challenges and priorities.
• You are highly customer focused.
• Credible and confident communicator.
• Self-motivated, proactive, able to take responsibility for delivery of own results.
• The ability to handle complaints and difficult situations in a patient, calm and effective way
• You inspire with your passion and values.
• You are culturally sensitive.
• You are a collaborative team player.
• You are straightforward and have no interest in politics.
• You are curious and disrupt the status quo.

Company benefits:

• Generous company pension (up to 10.5% matched on a sliding scale)
• Hybrid working
• Company shares
• Health cashplan (Medicash)
• Eyecare scheme (with Specsavers)
• Corporate life insurance
• 25 days holiday
• Your birthday off (after 1 year of service)
• 3 days holiday purchase
• 14 weeks paid maternity, paternity, adoption leave
• Cycle to work scheme
• Subsidised annual bus pass
• Annual train ticket payment scheme
• Employee assistance programme
• Learning and development opportunities
• Free parking and subsidised EV charging points
• Salary sacrifice car leasing

Salary for the role: £28-29k

Don’t have every single listed skill/experience? Studies have shown that women and people from diverse backgrounds are less likely to apply for jobs unless they meet every single qualification. At Crowcon we are actively building and encouraging a diverse and inclusive workplace culture, so if you’re excited about this role as the next step of your career, but you don’t feel confident you have enough past experience to perfectly align with the job description, we encourage you to apply anyway. You may be just the right candidate for this or another role we may have.

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