FireAngel Technology plc (FA) is a British technology company on a mission to protect and save lives by making innovative home safety products which are simple and accessible. FA aims to revolutionise the way business is conducted in its chosen business segments. The business is a leading provider of smoke, heat, and carbon monoxide detectors to the retail and trade sectors both in the UK and Europe.
The jobholder will ultimately be responsible for providing end-to-end support to all customers with warranty claims and will own the warranty process from start to finish. They will need to ensure proper process is followed and will need to manage customer expectations in a fast-moving environment. This is a critical position in optimising the commercial impact of Warranty Returns within FA.
They will be a key contact for our third-party returns service centre, customers, and distributors worldwide whilst also being a crucial part of the internal FireAngel team. The jobholder will also be responsible for driving continuous improvement in FA’s approach to managing Warranty Returns and spearheading workflow improvements through enhanced business processes, technology, and knowledge sharing.
Responsibilities
Working closely with a number of key stakeholders across the business, the jobholder will need to:
1. Proactively query and liaise with stakeholders on issues and claims that are outside of normal returns behaviours for the customer or the company.
2. Continuously review and improve the warranty process and strategy within the business to maximise cost savings on warranty spend.
3. Create, monitor, and manage internal reporting based on current outstanding liabilities, ensuring all warranty claims are closed down promptly.
4. Work with the finance team to develop an accurate warranty budget and forecast. Comparison of actual against forecast to be conducted on a monthly basis as a minimum.
5. Process replacement orders for customers onto the company system (SAP) in a timely and accurate manner, reviewing orders for completeness & accuracy, checking codes & prices against contractual agreements.
6. Present warranty summaries and management information reports to the wider business on a regular basis, and on occasion present to the Executive team.
7. Assist finance with the effective resolution of debit and credit notes.
8. Escalate customers and SKUs which are seeing a rise in warranty claims.
9. Ensure dispatch of delivery notes and manage any stock issues relating to deliveries.
10. Month end procedures; open orders and delivery notes reporting.
Knowledge, Skills and Experience
Required:
1. Excellent organisational skills with proven experience of managing multiple deadlines and priorities.
2. Great problem-solving skills.
3. Possess high attention to detail.
4. Educational qualifications to support the ability to analyse data.
5. Excellent written and verbal interpersonal skills with the ability to communicate effectively at all levels of the organisation; both internally and with customers/suppliers.
6. Ability to work without supervision and use initiative.
7. Computer literate (MS office applications specifically; high standard of Excel skills and ERP system experiences ideally SAP).
8. Must hold a valid UK driving licence and be available for international travel on occasion.
Desired:
1. At least 2 years of experience in a customer-facing senior role in a busy B2B environment.
2. Proactive and an eagerness to learn.
3. A hunger and excitement to work for a fast-growing business.
4. Prior exposure to finance departments.
5. Experience in an engineering/technology-led organisation.
6. A willingness to roll up sleeves, be flexible, and take responsibility on warranty matters.
Personal Qualities
1. Good communicator.
2. Charismatic with a sense of fun.
3. Desire to succeed and deliver exceptional output.
4. People driven and results orientated.
5. Confident with a strong self-belief and a positive attitude.
6. Problem-solver who takes ownership and will chase down problems to resolution.
You should apply if:
1. You are a reliable and structured professional and excel in a company where trust and integrity is the key foundation for everything we do.
2. You love rolling up your sleeves to get it done.
3. What we’re doing at FA excites you!
Culture
FA is in the simplicity business and they are building a team who look at the world a little differently. People that look at the needlessly complicated and say ‘that’s nuts’. Folks that are bold enough to challenge convention and brilliant enough to actually change it.
What's in it for you?
1. The chance to make a real impact in a business intent on changing the face of the retail sector (and thus the end customer experience).
2. A flat and collaborative team structure fuelled by an exciting mix of people welcoming both experienced individuals from the industry with both feet on the ground and tech-savvy dreamers who pave the way for the new stuff. Come as you are and be yourself.
3. A unique opportunity to carve out your own dream job by simply making things happen at a pivotal time when the company’s future is being shaped. We look for the brightest and smartest who tell us what to do.
4. Competitive salary & benefits.
5. More exciting benefits you will hear about when we talk.
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