Job Overview:

1. JOB PURPOSE

Working as part of a small in-bound quality assurance team, this role proactively provides technical product support to depots throughout the UK and Europe. Typical technical advice and support, via phone and email, can include providing information relating to product failure, investigation and analysis; advising on effective installation of products; arranging the delivery of special depot requests and occasionally liaising with suppliers as required.

• Actively listen and respond to in-bound calls from depot staff and manage them from start to a completion. Escalating the issue if required.
• Accurately log the details of all calls and the actions taken, creating comprehensive call notes to ensure efficient future referral.  
• Contribute to the continuous product improvement cycle by actively monitoring the themes/trends of each call and then discussing with Line Manager/QA team. 
• Co-ordinate the despatch of depot special product requests.
• Co-ordinate the safe and speedy return of stock items to QA department.  
• Work with the wider QA team by planning and arranging site visits for the team of Field Engineers; this is occasionally required when the resolution requires specialist on-site input.