Hughes Group
ID 354 - Refurb/Workshop - Technical Support Advisor
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Why come and work with us?
Hughes is a family run company that has been trading for over 100 years. Hughes is not only a family company in name but also in attitude. Our ethos is simple - to treat people the way that they would want to be treated themselves! We are a long-standing company with long term plans, so aim to offer our staff a long and meaningful career. This means that we take training and career development seriously and as a result we aim to offer you a supportive and professional working environment.
We feel hard work should be rewarded, and therefore we offer you:
- Employee Discount
- Free use of Company Holiday Lodges
- Discounted Gym Membership
- Employee Assistance Program - including health and wellbeing services
- Enhanced Holiday Allowance
- Enhanced Maternity Leave
- Enhanced Paternity Leave
- Company Pension Scheme
- Training and Development Programs
- Supporting Community Projects
- Life Insurance
- Recognition for Long Service
Main Activities
To initiate technical support calls with our customers, solving problems, resulting in a reduction of the number of visits required by field staff. Gather and provide technical knowledge from across the business and deliver professional levels of customer service.
Supervisory Responsibilities: None
Key Relationships: Customers, Depot management and other staff within the business
Key Objectives:
- Make calls to customers based on system-based reports, with the purpose of resolving technical service issues and reducing field-based service visits.
- Ensure customers’ expectations are dealt with in line with company values.
- Respond to and satisfactorily resolve issues, taking ownership and using resources to promote a positive company image.
- Obtain and use specialist knowledge enabling you to solve problems, advise and guide customers and provide instruction so that customers can self-help.
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Main Activities
Set out below are the main activities of the position:
- Ensure customers are contacted within an agreed timescale to promote good service.
- Promote the use of email, web chat and video (YouTube) to contact customers with solutions.
- Identify common faults and add to existing database. Promote SharePoint page.
- Practice high quality telephone and customer service skills.
- Demonstrate an ability to define customer fault description and subsequently diagnose and resolve issues where possible.
- Use basic computer skills to investigate solutions, such as web searches, SharePoint, and manufacturer resources.
- Investigate future service work and be proactive in speeding up customer service calls by fault diagnoses.
- Analyse data on soft service calls to see if trends exist on potential product issues.
- Proactively develop good technical knowledge of all company products and understanding of potential faults.
- Ability to deal with Hughes own brand product and follow up with third party repair agents.
- Achieve company KPI figures to reduce call outs but increase success rate.
- Work as part of a team to generate new ideas.
- As required assist the soft service supervisor with the completion of other tasks to develop future systems to promote soft service.
- Maintain relationships with all areas of the company to ensure good relations.
Policy & Procedures:
- To be aware of and comply with Company policy/regulations relative to the care and protection of the Company’s cash, stock, premises, and equipment
- To be aware of and comply with all current legislation/Company rules relative to the position.
- To be aware of and comply with all current legislation/company rules relative to the position, particularly with reference to the Health and Safety at Work Act and associated legislation.
- To ensure conformity with the Trades Descriptions Act and associated legislation.
- To ensure that the interests of the company are safeguarded from external threats and that the company is represented in the correct manner.
- To ensure compliance with all aspects of GDPR and follow company policies.
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General Responsibilities
- Attend and complete relevant training and development to maintain the required level of competence for their position.
- Complete appraisal and review processes.
- Bring to the attention of your manager any matters relevant to the efficient and smooth operation of the business.
- Take appropriate care to safeguard company stock and assets.
- Undertake any other duties as may be required from time to time to ensure the efficient, flexible, and smooth operation of the trading unit and or Company. (This includes working at other locations, as directed by your Manager/Company Manager).
- Engage with and maintain a healthy working environment, which builds a team ethos and is inclusive of all members of the team.
- All staff are required to understand and comply with all company policies and procedures. These can be found in, but are not limited to, the following documents – Staff Handbook. Drivers Handbook and Health and Safety Handbook.
Measures of Performance
To include but not limited to;
- Efficient completion of all customer queries.
- Ability to meet deadlines.
- Due care and adherence to procedures and policies.
- Timely reporting of required data.
- Punctuality and Reliability.
- Personal appearance.
- Flexibility.
- Reviews and appraisals.
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