Eminox

Aftersales Support Administrator

Details:

All vacancies

Closing Date:
25-10-2019
Location:
Gainsborough, Lincolnshire
Contact Type:
Permanent
Salary:
Competitive with benefits

Description

The Eminox Aftersales department is responsible for providing Service and aftersales support, to an ever-expanding Retrofit product customer base within the UK.

This is a customer facing role. The role is to manage and liaise with internal departments to ensure products required to support Warranty, Aftersales and Service requirements are dispatched at agreed times to the customer. The role will involve scheduling field technicians time (direct and subcontract) to Callouts, Services and Warranty investigations, to customers vehicles fitted with the Eminox Retrofit product.

The role will liaise with customers and suppliers to ensure the availability of vehicles, filters and associated logistics. Your responsibilities will include recording and maintaining fleet records, the recording of Callouts and Service works completed and the escalation of issues accordingly. Your responsibilities will also include raising purchase requisitions, material requisitions, supplying customer quotations and monitoring the progression of Service related sales orders.

Person Specification

Qualifications

• GCSE Grades A* or C (or similar) in Maths and English (essential)
• Second language (desirable)
• Valid UK Driving Licence (desirable)
• A relevant business qualification (desirable)

Knowledge and Experience

• Experience in a sales administration role within in manufacturing, engineering or aftersales environment (essential)
• Scheduling and Maintaining Records (essential)

Key Skills

• Excellent customer frontline communications skills (essential)
• Confident telephone manner (essential)
• Confidence in dealing with internal and external customers and suppliers (essential)
• Microsoft Office (intermediate level) (essential)
• Organisation skills and ability to prioritise tasks on a daily basis (essential)
• Previous administrations experience, in particular with raising requisitions, orders and invoices (essential)
• Ability to introduce new methods and ideas ensuring a continuous improvement ethos (essential)
• Demonstrates attention to detail through all stages of processes (essential)
• Can work and communicate effectively with others (essential)
• Understands and delivers customer requirements (essential)
• Experience in working with a service module (IFS) (desirable)
• Experience in dealing with warranty claims (desirable)
• Understanding of engineering drawings, BOM’s, technical instructions (desirable)
• Technical/engineering background (desirable)

Key Responsibilities

• Answer front line phone calls and communications from customer concerning product call outs
• Schedule preventative maintenance work with customers
• Supply customer with site visit report and or service report as required
• Schedule warranty repair work and campaign work roles
• Schedule work to ensure VOR with customers is kept to minimum
• Load individual customer Service and Repair and Maintenance contracts into IFS
• Escalate delivery issues when required
• Able to identify parts from variable communications
• Liaise with departments to ensure parts blocked, none sales parts can be sold
• Check historical faults on vehicles
• Maintain fleet information of Eminox supplied Retrofit product
• Collate information as required on failure rates parts sold hours etc
• Order parts for breakdown and preventative maintenance work
• Maintain Technicians diary
• Ensure technician van stock is correct
• Raise RMA and customer quality concern
• Ensure field data is correctly identified and filed
• Ensure filter cleaning stocks are maintained and filter cleaning process delivers parts on time
• Supply customer with filter failure notification document and acquire purchase order as required
• Check timesheets and raise PO line for subcontract field technicians
• Support Retrofit projects and applications as and when required
• Provide quotations for Aftersales customers with contractual or purchase order obligations
• Invoice customers for work completed
• Progress chase and ensure critical parts are despatched. (May involve assisting packing/moving stock)
• Ordering parts for diagnostic work for technicians
• Compile month end reports for Manager and Finance team
• Maintain holiday and absence records for technicians on Rota Horizon
• Any other duties assigned in line with scope of role

Understanding and adherence to the following:

• H&S policy and procedures
• Eminox business quality standard (IATF & ISO 9001)
• All group and Eminox policies and procedures

And in addition:

• Understand risk management in the context of IATF as applies to this role
• Demonstrate and uphold the company values
• Demonstrate a pro-activeness towards personal development

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