Title: Technical Helpdesk Gas Engineer - Domestic Gas Engineering Background
Technical experience in the domestic boiler industry is essential.
Department: Technical
Location: Office Based - Dunfermline
Reporting To: Business & Operations Manager
Hours: Variable but 8 hours per day & 40 hours per week excluding 30 minutes for lunch
Salary: £32,000 per annum plus performance related bonus
ABOUT ATAG
ATAG truly is a uniquely different company. Innovative and one of the fastest growing domestic central heating boiler manufacturers in the UK. Supporting the i-range of ATAG Heating Technology domestic boilers, the most efficient range in Europe, and all associated products into the UK market. 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 a world class technical service to support our products.
KEY PURPOSE OF THE ROLE
Reporting to the Business & Operations Manager, 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.
You will aid in the development of training packages and delivering them as part of our engineer training program.
You will test and refurbish boilers.
You will test new products and provide feedback on their capabilities and suitability.
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 allcontact 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 the service callout process from calls being raised, confirming ATAG warranty partner attendance, checking on progress and correct completion of the service call records.
6. Manage our out of hours telephone helpline, including dealing with emailed customer issues and telephone calls.
7. Manage the warranty return parts process through to the factory and subsequent decision on cost/replacement including maintaining regular contact with our service agent network.
8. Assist with technical updates, training and literature / instruction and preparation and liaising with the ATAG factory in Holland where necessary.
9. Provide training to our new staff, service and warranty partners on boilers, controls and other products.
10. 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
- Technical experience in the domestic boiler industry is essential.
- A solution orientated nature towards fault finding.
- Calm, supportive, helpful telephone manner / customer service focussed.
- Ability to work in a fast-paced environment.
- Gas Safe Registered preferred (active or expired).
- Good computer skills.
- Ability to deliver training provided by ATAG.
PERSON SPECIFICATION
ATAG Heating Technology UK Limited is a small, family orientated organisation with big ambitions.
We are on an exciting journey of growth.
We have a "technically excellent" product range and a strong "true engineer" following and we want to create a technical helpdesk function that is as fanatical about our products as we are.
We are determined to create a happy, modern, flexible working environment and a supportive culture for our employees using the very latest tools and techniques in service delivery and training. As a collective, the ATAG Technical Help Desk function will be the 'go to' resource for all things technical on the ATAG product range.
Working in a small but important team you will have a "can-do" and flexible attitude to your work and be a collaborative, team player - helping all colleagues within an exciting, growth orientated, fun company environment.
Our vision is to provide the highest level of aftersales care and support to our customers and affiliates ultimately resulting in an outstanding customer experience for people purchasing and using the ATAG range of products.