Technical Support / Technicians Supervisor

An exciting opportunity has become available to join our growing team here at Superior Wellness.

We are looking for an experienced Technical Support / Technicians Supervisor to join our After Sales team. The Technical Support has the primary responsibility of interfacing with, and supporting, customers, dealers and other internal parties completing warranty claims, technical support and other service-related processes for Superior Wellness.

The Technical Support interacts with many different areas of the company including Export Sales Executives, account management, sales logistics and management, to improve the customer and dealer relationships, dedication and satisfaction.

Your Responsibilities:

Technical Support, including:

  • Organise, plan and monitor support activities that optimise interaction between Superior Wellness and dealers.
  • Support customer interaction during busier periods to support the After Sales customer service team.
  • Provide technical support with customers, dealers and internal parties.
  • Develop and implement strategies needed to optimise the dealer relationship with Superior Wellness.
  • Make business decisions, often independently, by collecting, analysing and interpreting customer and dealer interactions, to identify requirements and information useful in optimising customer and dealer experience.
  • Focus to reduce warranty claims within a timely manner, utilising in-house processes and support.

 Dealer communication, including:

  • Lead discussions with dealers to better understand their overall demand and requirements.
  • Generate replacement parts for warranty claims and other warranty-related communications.
  • Generate dealer correspondence.
  • Access and update CRM system with appropriate product information.
  • Work with dealers via email and telephone regarding warranty clarification and changes.
  • Participate as required in dealer calls related to various warranty support activities.

Customer communication, including:

  • Lead discussions with customers to better understand their overall demand and requirements.
  • Generate replacement parts for warranty claims and other warranty-related communications.
  • Generate customer correspondence.
  • Access and update CRM system with appropriate product information.
  • Work with customers via email and telephone regarding warranty clarification and changes.
  • Participate as required in customer calls related to various warranty support activities.

Technician Supervisor, including:

  • Support the on-boarding of new starters, to include training and inductions.
  • Provide any additional training that is required for technicians.
  • Evaluate the overall performance of technicians.
  • Establish individual performance goals and priorities; review performance against goals.
  • Plan and implement programs for the timely development and progress of individual technicians.
  • Develop collaborative teamwork within the technicians as well as with other functional experts and resources to meet customers and dealers critical service requirements.
  • Perform monthly 1-2-1’s with technicians.
  • Supervising the allocation of booked jobs for the technicians, including start times, taking into consideration any government guidelines.
  • Issue payroll with start/finish times of all technicians, to ensure accurate renumeration.

New product introduction/launch process support, including:

  • Support NPI and technical training where needed.
  • Confirm commit dates and communicate with the After Sales team and technicians.
  • Support NPI meetings if required to ensure knowledge is kept up to date.

Required Experience:

  • You must be professional, proactive and positive, with internal and external customers, dealers, partners and coworkers. 
  • You must have the ability to write customer and dealer correspondence. Ability to effectively present information and respond to questions from customers, dealers, suppliers and all levels of internal audiences.
  • Have a strong attention to detail and accuracy.
  • Be able to prioritise and plan work activities.
  • Be able to use your time efficiently.
  • Be able to set goals and objectives and develop realistic action plans.
  • Be able to work well under pressure and remain flexible to changing schedules and demands.
  • Have a working knowledge of computers and various software programs.
  • Be proficient in MS Office products including; Word, Excel and PowerPoint.
  • Have a working knowledge of a CRM system.

Occasional travel may be needed to support the business upon agreement.

Core Values – Candidates must match our company team values:

  • Discipline – We get things done efficiently and effectively.
  • Responsibility – We own the problems and solve them.
  • Consistency – We are better today than yesterday.
  • Trust – Delivering exceptional service beyond expectations.
  • Integrity – We do what we say we will.
  • Team – We work together, respect each other, be honest and protect the team.

Team Benefits

  • Competitive salary DOE
  • 31 days annual leave (including Bank Holidays)
  • Annual reward scheme
  • Annual leave purchase scheme
  • Annual percentage pay increase award scheme* (*eligible after successful completion of probation period)
  • 13% company-wide bonus scheme* (* eligible after 6 months continuous service)
  • Reward, recognition, and wellness programme
  • Discounted healthy meals
  • Healthy breakfast options provided including fresh fruit
  • Fantastic career opportunities
  • Onsite parking
  • Sky Lounge breakout games room with Zen Garden
  • Team wellness working areas
  • Onsite fully equipped gymnasium and fitness classes

Superior Wellness Ltd prides itself in being an equal opportunities employer.

In line with the GDPR regulations 25 May 2018, we will keep your personal details for the purpose and limitation of our recruitment process only and will be destroyed in the event you are unsuccessful for this role. We will not share any of your personal information with any third-party companies.

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