Technical Support Advisor
Baxi Heating
Warwick, GB
5d ago

Warwick

Are you looking for your next challenge? Baxi Heating is a leading provider of environmentally friendly and efficient heating solutions across a range of leading domestic and commercial brands.

We have over 150 years of experience, pride ourselves on our values and strive for earning lifetime loyalty with our customers.

We are looking for an enthusiastic and well-motivated individual to join our Technical Team as a Technical Support Advisor.

Your key tasks and responsibilities will be :

  • To ensure the satisfaction and confidence of all customers in Baxi Group products and services and resolve enquiries from all internal and external groups / channels under a multi-brand strategy.
  • The job holder is required to take full responsibility for all technical enquiries from customers, installers, designers and specifiers, and interpret and ensure compliance with relevant legislation and standards including health & Safety.
  • To demonstrate an understanding of all aspects of the Service function to enable a coordinated approach to resolution of customer queries in collaboration with all areas of the business.
  • To recognise, identify and escalate the potential impact of product and emerging issues and proactively contribute to improvement opportunities.
  • Provide technical input and support for other areas of the business (Customer Relations.)
  • Administer field-based submissions of industry warning notices and RIDDOR documents
  • Provide input to ensure accuracy of technical support material.
  • Represent company views and values in a professional and responsible manner to ensure an enhanced customer experience and drive a world class’ technical support offering.
  • Utilise business systems to support all activities within the role.

  • Undertake training to support development and the addition of new skill sets as required by the business.
  • Health & Safety awareness and knowledge of compliance.
  • EDUCATION AND EXPERIENCE

    Essential

  • Good interpersonal skills with the ability to work under pressure whilst maintain a positive attitude and a logical, structured approach to problem solving with the ability for lateral thinking.
  • Excellent verbal and written communication skills are essential together with keyboard competency.
  • Excellent interpersonal and communication skills.
  • IT awareness and system literacy.
  • Customer Service Experience
  • Desirable

  • Ideally a background in the domestic heating, gas or electricity industry. Experience of fault diagnosis would be an advantage.
  • City and Guilds in gas engineering or plumbing or NVQ equivalent. Knowledge of renewable technologies will be an advantage.
  • City & Guilds in gas service engineering or equivalent, a

  • Experience in the central heating industry and ACS accreditation
  • A sound knowledge of British Standards, Gas Safety Regulations, Building Regulations and codes of practise, Electrical standards and Gas Safe requirements are essential.
  • Applicants with transferable skills from other technological / engineering / electrical fields would be considered.
  • Educated to degree level or with an equivalent technical qualification.
  • There is a requirement to work 40 hours a week within a shift rotation, which is Monday Friday 8am 8pm and currently one in five Saturday’s (This could be paid as overtime or day in lieu the following week).

    Shift Patterns will be reviewed and are subject to change, in line with business requirements.

    We offer a competitive salary alongside 25 days holiday per annum not including UK bank holidays. We also offer a contributory pension and sick pay schemes, staff discounts and more.

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