Job Description
Technical Customer Support - Scottoiler (Scotland) Ltd.
Scottoiler is a friendly family run business operating in the motorcycle and bicycle industries manufacturing accessories which are sold all over the world. Highly regarded as the leaders in chain lubrication systems we are looking to add to our small team within Technical Customer Support.
Operating from our manufacturing facility in Milngavie we are seeking someone who is looking to work with our fun and friendly team in an interesting industry working to ISO 9001:2015 Quality and ISO 14001:2015 Environmental Standards.
The Technical Customer Support role is key to ensuring customer enquiries are dealt with in a timely manner and customers are provided with all the information required for them to learn about our products from a technical point of view. Liaising closely with our research and development, production and sales & marketing functions the Technical Customer Support role is a key front-line position that enables continuous product improvement through acting on customer feedback. This role therefore requires a strong technical and engineering understanding as well as good problem-solving and interpersonal skills.
The Technical Customer Support role requires the building of good relationships with technicians and staff within the local motorcycle dealer network to obtain access to new models allowing us to keep ahead of current technology.
This role reports directly to the Commercial Director with the following responsibilities:
· Daily frontline point of contact for all customer enquiries via telephone & email
· Resolution of all technical issues for all customer types (consumers, dealers and international distributors) within reasonable timeframes
· Management of the full end-to-end warranty process including testing, returns, keeping accurate records and ensuring all open warranty cases are brought to a timely close, liaising with internal team and external customers as required
· Analysis of product returns to identify trends and seek solutions to resolve future issues, providing regular updates to management on common themes, aiming to lower return rates and warranty incidences
· Writing and issuing of Technical Advisory Notes for trade customers to advise on warranty and technical topics ensuring proactive knowledge sharing
· Creating & updating installation information on our online knowledgebase system to aid customers with fitting and purchase consideration ensuring content is up to date and relevant
· Developing new installation information (photo and video) for new models as they are released and the development of new customer support tools to improve customer communication and issue resolution
· Facilitation of motorcycle dealer & training school visits to develop relationships and complete installations
· Provision of training on Scottoiler installations as part of dealer visits and internally as required
· Programming, assembly, testing and finishing of all Scottoiler products
· Attendance at shows & exhibitions several times per year as required
This is a varied role in a small business that requires flexibility, independence and autonomous working on occasions. Individuals must be active self-starters, have good organisational and communication skills and be able to pro-actively develop the role with the needs of the changing business.
As we operate in the motorcycle industries, an interest in and experience working on motorcycles is essential.
Experience: 2 years Customer Service experience required
Additional: Full Driving & Motorcycle Licences required
If you have an interest in motorcycles or bicycles why not get in touch to find out more. Contact us on 0141 955 1100 or [email protected]
Job Types: Full-time, Part-time, Permanent
Salary: £19,000.00-£25,000.00 per year
Benefits:
- Additional leave
- Company pension
- Cycle to work scheme
- Employee discount
Schedule:
Ability to commute/relocate:
- Glasgow: reliably commute or plan to relocate before starting work (required)
Licence/Certification:
- Driving Licence (required)
- Motorcycle licence (required)
Work Location: In person
Reference ID: Technical Customer Support - Motorcycle