After Sales Assistant
Parkside
Salary: £30,000 per annum
Hours: Monday to Friday, 9:00am – 5:00pm
Location: Office-Based
Reporting To: Operations Manager
About the Role
My client is seeking a proactive and customer-focused After-Sales Assistant to join their growing team. This is an excellent opportunity for someone with a plumbing / technical background and strong problem-solving skills who enjoys working closely with customers to deliver exceptional after-sales support.
As the primary point of contact for customers following product installation and delivery, you will play a key role in ensuring customer satisfaction, resolving technical issues, coordinating service activities, and supporting the ongoing performance of our products.
Key Responsibilities
Customer Support & Service Management
- Act as the main point of contact for customers following product delivery.
- Manage service requests, customer enquiries, complaints, and technical support queries via telephone and email.
- Ensure customer issues are resolved efficiently and professionally.
- Build and maintain positive customer relationships to support long-term customer satisfaction and retention.
- Diagnose and resolve mechanical, electrical, or software-related product issues.
- Provide remote technical assistance and troubleshooting support.
- Advise customers on product operation, maintenance, and best practices.
- Liaise with warehouse and internal teams to arrange replacement parts and service requirements.
- Maintain accurate records relating to spare parts, service activities, and customer interactions.
- Process and input service orders onto the ERP system, ensuring customer sales and purchase order information is accurately recorded.
- Produce service performance reports and assist with root cause analysis investigations.
- Identify recurring issues and trends to support continuous improvement initiatives.
Technical Knowledge
- Plumbing experience or knowledge is highly desirable.
- Understanding of Root Cause Analysis (RCA).
- Ability to read and interpret technical drawings.
- Awareness of relevant safety standards and procedures.
- 2–5 years' experience in an after-sales, service engineering, technical support, or similar role.
- Previous experience in a customer-facing technical environment is preferred.
- Strong diagnostic and troubleshooting abilities.
- Excellent verbal and written communication skills.
- Customer-focused approach with a commitment to delivering outstanding service.
- Strong organisational and time-management skills.
- Ability to prepare clear technical reports and documentation.
- Flexibility to travel to customer sites when required.
Success in this role will be measured against:
- Service response times
- First-time fix rates
- Customer satisfaction scores
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