ABOUT ATAG
ATAG Heating Technology UK Limited is a truly uniquely different company. Innovative and one of the fastest growing domestic central heating boiler manufacturers in the UK. We have the most efficient range of boilers in Europe.
We ONLY supply our products to Gas Safe Registered businesses on a direct supply basis. With a high-quality build process, “grade A” components, up to a 18-year warranty on the whole boiler range and a lifetime warranty on the primary heat exchanger, our boilers are “BUILT TO LAST” and it is our aim to provide a world class technical service to support our products.
KEY PURPOSE OF THE ROLE
Reporting to the Head of Technical and Customer Services, you will play an active role in supporting our customers (both end-users of the product, installers, and breakdown engineers), giving great after sales care, resolving issues and being able to provide solutions over the phone.
You will be dealing with incoming technical queries to effect “phone fixes” and subsequently ensuring that the warranty service call out process is efficient and professional in the eyes of our customers and our affiliates.
You will play an active role in the management of phone-based technical queries and the control of warranty service calls to ensure suitable response times and correct completion of service call records.
This role is the primary back office technical support function to our customers who either use the product, install it or repair it.
DUTIES
1. Be the first point of contact for technical telephone support, dealing with warranty claims, supporting our service and warranty procedures and consumers with boiler faults/issues. Providing a phone fix solution wherever possible.
2. Develop and maintain a closer relationship with ATAG Selected Partners (ASP's) and ATAG Warranty Partners (AWP's) by way of service support including delivery of engineer training.
3. Use our bespoke IT system to process all orders and maintain a record of all contact with ASP's or end users.
4. During working hours, deal with incoming breakdown calls and, where possible, diagnose and decide on next course of action.
5. Manage our out of hours telephone helpline, including dealing with emailed customer issues and telephone calls. A key part of this role will involve some out of hours calls on a rota. A mobile phone will be provided which will be for work use only.
MAIN SKILLS REQUIRED
1. Technical experience in the domestic boiler industry is essential.
2. A solution orientated nature towards fault finding.
3. Good computer skills.
4. Calm, supportive, helpful telephone manner / customer service focused.
5. Ability to work in a fast-paced environment.
6. Gas Safe Registered preferred (active or expired).
Interested or require further information?
About Prime Workforce
As part of Prime Trading Group, we are a trusted name in recruitment, connecting talented professionals with leading organisations. Our approach is founded on fairness, integrity, and a commitment to fostering diversity and inclusion in all that we do.
We believe that a diverse workforce drives success, and we strive to create an environment where all individuals can thrive and fulfil their potential.
Prime Workforce is an equal opportunities employer, ensuring equality in employment and fair treatment of all employees in accordance with the 2010 Equality Act. #J-18808-Ljbffr