Careers

Main Purpose of the role

To support and provide cover for the spares, administration and technical personnel, help coordinate service activities within the ME aftersales department for customers based in given region/given sector.

Primary Responsibilities

• Take ownership of a customer’s request from the identification of the need up to the closure of the file with the aim to achieve customers satisfaction all time. This will require contact with other departments and coordination. 
• Establish service visit quotations and process orders on the LN system.
• Log and maintain tickets on Zendesk within the required SLA’s.
• Organise service visits, make sure spares are on site, service engineer knows the aim of their visit, confirm the visit with the customer, establish follow up spares and a service visit once the service engineer has sent their report.  Forward the report to the customer and invoice the customer for spares and the service visit.  Proceed with hours accounting and filing as required.
• Deal with repairs or warranty issues and liaise with Woodgate.
• Answer phone and emails in a polite manner and in agreed timeframe.
• Establish credit notes for parts returns.
• Support workloads and be the backup of the Administrator when absent.
• Support and be the backup of the Spares coordinator when absent.
• Support and be secondary backup for the Service desk engineer when absent.
• Build spares quotations, liaise with the UK spares, Japan and UK shipping teams.
• Find technical information within Ishida systems to support engineers and customers.

What skills are we looking for?

The ideal candidate will be highly organised, with excellent planning skills and strong attention to detail. They will be confident using IT systems and demonstrate effective problem-solving abilities. Accuracy is essential in this role, along with the ability to manage tasks efficiently and meet deadlines consistently.

We are looking for someone with proven experience in a similar role, ideally with a background in customer service or B2B client support. Exceptional communication skills are key, both written and verbal and the ability to build positive relationships and rapport with others is crucial.

The successful candidate will be self-motivated, proactive, and a strong team player who leads by example. They will approach their work with a positive attitude and a strong work ethic, showing integrity and a commitment to delivering high-quality results. A quick learner and a dependable completer-finisher, they will take ownership of their responsibilities and contribute to a collaborative, high-performing team environment.