Technical Service Coordinator

4 weeks ago

Dublin, Dublin City, Ireland Gowan Group Limited Full time

Gowan Home are seeking to recruit a Technical Service Coordinator for their busy and expanding operation in Citywest. Reporting directly to the Customer Experience Manager, the successful applicant will be responsible for managing, planning and organising the service partner network and supplier/factory technical feedback and resolutions. This role covers Gowan Home operations in ROI and NI.

Key Responsibilities:

Service Partner Network:
  1. Be the main point of contact for field engineer agent escalations.
  2. Identify gaps in the network and recruit where required.
  3. Ensure compliance regarding insurance, accreditations and VAT registrations are valid.
3PL Spare Parts Partner:
  1. Own the process that ensures that our 3PL Spare Parts Partner has all required data to achieve 95% fulfilment rates consistently.
  2. Provide pre-notifications information on new product spare parts.
Supplier/Factories:
  1. Collect data on product performance and report findings to suppliers and factories weekly.
  2. Identify potential quality issues and feedback to supplier/factory to resolve before it reaches epidemic levels.
  3. Raise claim backs with suppliers and factories.
Internal & External Customer Support:
  1. Take ownership for any major customer technical issues that may arise.
  2. Provide support to Customer Advisors on repair escalations.
  3. Create, implement and coordinate a training plan for both the Service Partner Network and internal Customer Support team.
Administration Duties:
  1. Approve and process engineer & 3PL Spare Parts Partner monthly payments.
  2. Manage and maintain product technical information, including spare parts breakdown exploded lists, user manuals and technical service reports.
  3. Provide inbound call cover during any customer advisor absences.
KPI Reporting & Waste Reduction:
  1. Issue monthly reports on all aftersales repair costs versus budget.
  2. Measure the number of days to complete repairs.
  3. Measure first-time repairs, number of BERs and replacements.
  4. Ensure all outstanding supplier claims are closed within 30 days of being raised.

Any other ad-hoc duties outlined by the Customer Experience Manager.

Key Attributes:

  1. Technical background experience, preferably in the domestic appliance industry, advantageous but not essential.
  2. Proven management and leadership skills for third-party subcontractors.
  3. Proven ability to manage deadlines and meet cost constraints.
  4. Proven capability to develop and implement process improvements.
  5. Ability to drive change programmes.
  6. Customer-focused and driven.
  7. Strong administration and analytical skills.
  8. Advanced MS PowerPoint and Excel skills.
  9. Excellent communication and presentation skills.
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