ICS Cool Energy Ltd - Technical Deployer

Description

• Proactive Planning and Allocation: Efficiently plan and allocate technicians to customer site visits based on their skill sets, project work, installations, decommissioning and breakdowns subject to the service or hire business assigned to.
• Identify areas for improvement in capturing sales opportunities during customer care interactions.
• Assist service/hire desk teams and customer care teams with administration tasks during peak times.
• Reporting and Analysis: Generate regular reports.
• Ensure work orders are processed timely, to technicians for the needs of the customer.
• Establish and maintain strong communication channels with the sales, hire, marketing, operations and Backoffice teams.
• Collaboration with Hire, Sales, and Operations Team: Establish strong communication channels to share key customer insights.
• Build and maintain strong relationships with customers, acting as a trusted point of contact.
• A proactive approach to dealing with high volume workload across the UK to meet the needs of the customer whilst providing technical support to technicians.
• Conduct qualitative and quantitative analysis of customer care interactions to measure the effectiveness of probing techniques and identify opportunities for improvement.
• Customer Relationship Management: Foster strong relationships with customers through exceptional customer service.
• Attend when required customer sites to carry out technical work or support technicians on customer jobs.
• Ensure accurate transfer of all relevant information for follow-up via the Customer Relationship Management (CRM) systems and other operational systems.

Requirements

• Proficiency in using, Apps, diagnostic software, and MS Office Suite.
• Excellent interpersonal skills, with the ability to motivate technicians to deliver customer experiences
• Analytical thinking and problem-solving abilities.
• On request the ability to diagnose system problems when installing, servicing products and equipment on assigned projects and may be required to be on customer site visits.
• Ability to work with minimal supervision.
• Legal Right to Work status Confirmed right to work status for the country of application for the duration of employment
• Strong people skills with a positive mindset.
• Proven experience in service or field-based technician role will be an advantage.
• Health and Safety Knowledge: Knowledge of health and safety regulations
• Able to travel across the UK
• Customer Service Knowledge: Strong understanding of customer service principles and fulfilment.
• Strong analytical thinking and problem-solving abilities.
• Effective communication skills
• Proficiency in using customer service software, CRM systems, and MS Office Suite. Field Service time and attendance Systems are an advantage.
• Excellent interpersonal skills to build and maintain customer relationships.
• Proven technical knowledge as a technician or Sales Engineer adopting quality customer care experience an advantage
• UK Driver Licence
• Effective communication and negotiation skills.

Benefits

• A structured induction plan with continued learning and development.
• A fast-paced working environment
• Competitive salary and benefits including pension, healthcare, life insurance and wellbeing platforms.

Training + Development

Interview process

Visa Sponsorship

Security clearance