Role Purpose

Make your application after reading the following skill and qualification requirements for this position.

As part of the Service & Support Solutions (S3) team, the Customer Service Executive is the day-to-day interface between Chess Dynamics and our customers. Reporting to the Project & Customer Service Manager, you'll play a key role in ensuring customers receive a responsive, professional and proactive service throughout the life of their equipment. Working closely with engineering, projects, commercial, operations and our Field Service Engineers, you'll coordinate repairs, spares, technical support and customer communications to keep programmes moving and build long-term customer confidence. You'll become a trusted point of contact, solving problems, identifying opportunities to improve our support offering and helping deliver the exceptional service Chess Dynamics is known for.

Key Responsibilities

• Act as the primary day-to-day point of contact for customers requiring support, ensuring enquiries are managed professionally and resolved in a timely manner.
• Coordinate the delivery of repairs, spares and field service activities, working across engineering, operations, commercial and project teams to keep customers informed and commitments on track.
• Build strong relationships with customers by providing regular updates, managing expectations and maintaining clear communication throughout the support lifecycle.
• Prepare quotations for repairs, spares and support services, working with internal stakeholders to provide timely and commercially appropriate proposals.
• Support the planning and deployment of Field Service Engineers, ensuring resources are aligned to customer priorities and contractual commitments.
• Work alongside the Integrated Logistics Services team to maintain and update customer Obsolescence Management Plans, helping customers manage long-term equipment support.
• Produce customer reports, service reviews and internal performance updates that provide clear visibility of ongoing activities.
• Maintain accurate records within company systems, ensuring customer information, quotations and communications remain current.
• Identify opportunities to improve processes, customer experience and future service offerings, contributing to the continued development of S3 and ChessPlus.
• Support the wider S3 Integrated Project Team wherever required, recognising that delivering excellent customer support is a team effort.