As the After Sales Support Coordinator, you’ll be the go-to person for ensuring customer satisfaction after product delivery. You’ll manage support queries, coordinate swift and effective resolutions, and champion continuous improvement by analysing customer feedback and leading investigations through the company’s Corrective Action Report (CAR) process. Collaborating closely with internal teams, you’ll facilitate technical support and guidance for customers, help maintain and improve the after-sales support database, and develop a comprehensive FAQ system to streamline troubleshooting and technical assistance.
Duties including but not limited to:
- Serve as the primary point of contact for after-sales support.
- Provide clear, professional updates to customers regarding the status of their issues throughout the support process.
- Escalate complex or unresolved issues to senior management when necessary.
- Log all customer queries, complaints, and feedback received after product delivery.
- Coordinate timely and effective responses by liaising with relevant departments (e.g., engineering, logistics, quality assurance).
- Track resolution progress and ensure response/resolution times are met.
- Build and maintain a comprehensive library of Frequently Asked Questions (FAQs), troubleshooting guides, and support documentation.
- Regularly update content based on recurring issues and new product developments.
- Collect and analyse customer feedback to identify trends, recurring issues, root causes and areas for improvement.
- Prepare regular reports for internal stakeholders highlighting key insights and performance metrics.
- Work closely with R&D, HSEQ, Production, Sales and Projects teams to implement changes based on customer feedback.
- Suggest and participate in continuous improvement initiatives to enhance product quality and customer satisfaction.
- Manage warranty claims and returns processes in line with company policy.
- Ensure accurate documentation and timely processing/resolution of claims.
- Recommend and implement improvements to after-sales processes and systems.
- Support the implementation of a database and/or ticketing system to streamline support operations.
- Responsible for managing and maintaining the database/ticketing system post implementation.
- Ensure all after-sales activities comply with relevant UK regulations and company policies.
Additional duties as a HSEQ Team Member:
- Support the development of the company’s Business Management system
- Assist with company document control process.
- Support QHSE/compliance audits and programs.
- Ensure non-conformance, corrective action reports, accidents, and near-misses are investigated, and effective corrective actions are identified and implemented.
- Input and supporting the QHSE Database for NCR and CAR close out.
- Provide annual leave cover for other members of the team.
- Carry out other duties and / or tasks as requested to meet business needs.
Skills & Experience:
- Proven experience in a customer support or coordination role, ideally within manufacturing or energy sectors.
- Strong organisational and time management skills.
- Excellent written and verbal communication.
- Proficiency with Microsoft Office Suite.
- Analytical mindset with the ability to interpret data and identify trends.
- Team player with a proactive and customer-focused approach.
- Good organisational and planning skills
- Ability to identify problems and resolve customer issues efficiently and effectively
- Ability to work under pressure and to deadlines
- Good attention to detail and accuracy
- Ability to work well autonomously and as part of a team
- Self-motivation and ability to be a team player
Preferred:
- Understanding of an ERP system
- Internal Audit Training (desirable)
- Technical understanding of electronic products
- Experience working in a manufacturing or engineering environment.
- Familiarity with ISO standards and quality management systems.
QHSE Competencies:
- Maintain behaviours in compliance with HSE requirements.
- Maintain responsibility and accountability through personal commitment and behaviour.
- Report any unsafe or environmentally unsound acts and conditions to immediate line manager such that remedial action can be taken to manage the risk.
If you’re driven by customer satisfaction, continuous improvement, and cross-team collaboration, we’d love to hear from you — apply today!