Position: Technical Support
Salary: £28-30K + Bonus
Office Location: Milton Keynes, UK
Working hours: 9 am – 5 pm at the office
Language: Fluency in English
Company: The company is a renowned manufacturer specializing in high-quality instruments and audio equipment. They are seeking Technical Support with excellent customer service and communication skills to support our product department and UK clients.
Responsibilities
Warranty and service repairs
Process warranty repair requests:
Trouble-shoot and offer technical support to dealers/end users
Investigate requests to ensure claims are valid and require warranty repair
Identify and obtain correct parts for repair, sending to local engineers as required
When necessary, visit customers to make repairs to their piano
Liaise with dealers and local engineers to ensure claims are processed in good time for the end user (customer) and ensuring the relevant engineer has all the necessary and latest information
Ensure all personal data is used appropriately and securely in line with GDPR
Process and check reports/invoices from engineers to ensure details match warranty form
Liaise between accounts and engineers to ensure all information is correct and provided in good time
Manage and develop approved engineer database
Arrange and provide training with approved engineers
Manage spare parts and b-stock
Ensure availability of spare parts at Kawai UK, either through:
Ordering from Kawai Japan regularly to ensure flow/availability
Dismantling B stock as required (noting to repair when possible to re-sell)
Process spare part orders for warranty and non-warranty orders, checking service manual to ensure correct parts are ordered
Process paperwork and invoices accurately and liaise with all stakeholders to ensure correct parts are dispatched, invoiced, and delivered promptly
Generate and distribute accurate b-stock lists with condition reports for sales managers
Assess any returned stock for A-stock or B-stock returns
Unbox & build new models ready for customer support queries, report on any changes
Technical support
Provide technical support and product information as required
Provide training and on-site assistance to technicians as required (phone or video call)
Point of contact for aftersales support – as required
Prepare and conduct technical seminars to: External service partners, dealership network, colleagues
Office support
Support the office manager and with necessary office tasks and administration
Support sales and marketing colleagues with technical support and product information as required
Manage and distribute service manual and approved information to approved technicians
Essential experience, competencies and skills requirements
Experience/qualification is essential
Understanding of home networking/comms systems for troubleshooting (WiFi, Bluetooth etc.)
Customer Service – Must be willing to go above and beyond to ensure excellent service is provided
Problem solving ability – able to diagnose and troubleshoot to find suitable solutions
Communication – Clear email communication and a professional telephone manner is essential
Organisation – Ability to prioritise and keep track of multiple tasks is essential
Data processing – Good working knowledge of Microsoft Outlook, Excel & Word
Attention to detail – Precision is essential to ensure information is shared and processed correctly
Time management – Managing your own time is essential to ensure tasks are completed on time
Team player – We are a small and friendly team, a good working relationship is essential
Quick learner – Product specific training will be provided
Preferred requirements
Familiar with digital and hybrid piano operation/repair – Desirable but must be willing/able to learn
Understanding of acoustic piano operation (desirable, but must be willing/able to learn)
Understanding of Windows and Mac operation – Desirable but must be willing/able to learn
Sharing our passion for music and the piano is an advantage
Benefits
Holidays: 20 days starting, adding 1 every full year of service (up to 30 days total)
Private healthcare option + Critical illness cover
4% Pension contribution
Free parking on-site
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