Diagnostics Engineer

As an ambassador for Fitshop UK, this is a key role in supporting the after-sales customer experience.A varied role responsible for diagnosing product faults andidentifying a suitable resolution - whether it is parts required, and engineer visit, or a repair. We need to provide our customers with quick, efficient solutions- by ensuring the workshop providestimely and prompt advice to our customers and our customer care team.

The role which involves working Monday to Friday, 8 a.m. to 4 p.m. would suit a confident and personable individual with excellent communication skills to meet the demands and response levels expected by both our retail & e-commerce customers.A passion for health and fitness and knowledge of fitness equipment is a distinct advantage but not essential for this role.

• Full Training
  
• 37.5 hour contract
• Life Insurance
• 30 days holiday
• generous Staff Discount
• Pension

Key Responsibilities

• Promptly responding to and resolving customer queries, through telephone calls, e-mails and online, relating to after-sales technical issues - damages, faults and spare parts
• Reviewing and rebuilding returns and faults in the desire to fix and resell
• Collaborating with Retail, Sales, Warehousing & Logistics partners to speedily & proactively resolve issues
• Preparing fault reports and processing spare parts orders
• Providing analysis of root-cause product failures & quality control issues
• Continuous personal growth and development

Skills and experience

• Confident and driven professional with technical expertise preferably in IT with a good understanding of mechanical & electrical products
• Adept at problem solving & complaint resolution with a 'can do' attitude and a proven ability to deliver after-sales care
• Ability to take ownership of customer issues and provide speedy resolution
• Confident communication skills, both written and verbal using email and telephone.
• Competent at using MS office & Excel, and be comfortable using email, phones and PC based back-office systems

Who you will work with:

In addition to the support from a great team, you will connect with the retail stores, warehouse management, third-party installers and our customer care team. Also liaising with colleagues in other departments to ensure smooth after sales service

You will need

• To maintain a calm, confident and enthusiastic manner whilst supporting team members and customers
• A 'can do' attitude
• The ability to work collaboratively as part of a wider team

Above all else, you will need to be a great communicator who puts our customers at the centre of everything we do.

technical expertise preferably in IT with a good understanding of mechanical & electrical products