At Britvic, we make, market, and sell great-tasting soft drinks, offering refreshments to billions of consumers worldwide. We're constantly refreshing and reimagining our business, ensuring it's innovative and evolving while staying true to our vision – to be the most dynamic soft drinks company, creating a better tomorrow. We've been home to iconic brands for over 100 years, and our relevance is anchored in an authentic heritage. Delivering our vision is down to the passion of our people, and we create conditions for everyone to thrive and grow. From our international supply chain and network of partners, we export to over 100 countries, offering opportunities for our people and businesses to grow. Job Overview We are seeking a dynamic and customer-focused Technical Support Executive to join our team at Britvic. In this role, you will be responsible for effectively managing inbound and outbound customer service calls related to equipment breakdowns, parts orders, and complaints. Your primary goal will be to maximize first-line resolution of issues, reduce overhead costs, and drive customer satisfaction through the achievement of service levels. Key Responsibilities Effectively manage all inbound and outbound service calls, accurately diagnosing breakdown faults to maximize first-line resolution and customer satisfaction. Overcome objections and use guided assistance to complete equipment fixes over the phone where possible, deferring potential Total System Failures and isolating flavors as required. Ensure accuracy for all jobs logged for technician visits, including relevant information in case notes. Build and develop extensive knowledge of Dispense, Chiller & Ice machines in various specifications for our diverse customers. Educate customers on how our equipment works and teach them basic hygiene and maintenance practices. Monitor and be responsible for, on a rotational basis, the Service queue and AEP (asset existence program) queue. Liaise with various external companies that support the service of our Chillers and Dispense systems in Ireland. Resolve internal and external customer inquiries and complaints at the first point of contact, ensuring customer satisfaction. Complete all administration to agreed standards and timescales, ensuring accurate customer information and data input to minimize errors and costs. Undertake any other reasonable responsibilities as requested by the line manager. Adhere to all department standards and guidelines. Be flexible with working hours, available from 8 am to 8 pm, 5 days over 7. Represent Britvic and its culture internally and externally. Requirements Excellent verbal communication skills are essential. Contact center customer service/Technical experience is preferred but not essential. Computer literacy - Competency using Microsoft Office, Windows 10, and other Windows-based applications. Key Behaviors Open to feedback and ability to improve performance. Mature outlook and self-confidence with the ability to be a team player. Desire to learn and improve knowledge. Polite and courteous with customers. Speaks clearly and concisely at an appropriate pace. Takes ownership of their actions and personal development. Always professional and demonstrates respect towards others at all times. Education/Qualification Education to GCSE level is preferred.