An exciting opportunity has arisen for a talented Technical Support Specialist to join our Service division based in Palaiseau, France.
Peak France started in 2014 following the transfer of business from one of our distributers in France. Currently Peak France has a team of 8 mainly in Sales and Field Service, with plans to expand over the next few years.
THE ROLE: Reporting to the European Service Manager, you will be responsible for providing a high level of technical support to the large network of Peak customers, distributors and OEMs in France and other supported areas.
You will be responsible for;
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Providing technical support in conjunction with the Service Management System (SMS).
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Responding to all incoming technical enquiries (telephone and email) in a professional, prompt and efficient manner to ensure total customer satisfaction.
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Prioritising incoming emails in order of urgency and respond accordingly.
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In conjunction with the European Service Manager, ensure all phone calls resulting in FSE on site assistance are responded to and organised within SLA of 2 hours.
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Informing the HQ Technical Support team, based in the UK, of all escalating issues taking in excess of 24 hours to resolve.
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Using the SMS, ensure all relevant field visit data is captured by FSE’s with system generated visit reports being promptly sent to customers.
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Monitoring field stock consumption and work the European Service Manager to maintain service stock levels.
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Responding to customer enquiries for paid service/repair visits by quoting in conjunction with Service Sales representatives.
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Submitting warranty parts requests, where applicable, to Peak HQ Support team, based in the UK.
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In conjunction with the Senior FSE, manage the service area to ensure that in house repairs have a turnaround time of 48 hours and are logged on the SMS accordingly.
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Working closely with the FSE’s, ensure cost effective and efficient planning of the monthly workload ensuring that any breakdown visits meet the customer response time SLA.
THE CANDIDATE: You will have experience of mechanical/electrical fault diagnosis, with excellent communication and interpersonal skills allowing you to build relationships with customers at all levels, both internally and externally. You will be self-motivated, with the ability to work autonomously and to tight deadlines.
THE COMPANY: Peak Scientific is a global market leader in the design, manufacture and servicing of instrument gas generators for analytical laboratories. With over a decade of sustained high growth and an international footprint of 450 staff across 20 countries, Peak is one of Scotland’s fastest growing manufacturing businesses; a status recognised recently with the accolade of being one of only two companies in the UK to be awarded two Queens Awards for Enterprise in 2016, one of which was for our service offering. Over the last five years the company has enjoyed impressive annual growth between 25 and 30%, overall and 60% growth across the service division, selling 90% of our gas generator products overseas to over 126 countries. Individuals who fit our culture and values will have a high degree of professionalism but appreciate out non-corporate feel in a fun atmosphere.
There is a competitive remuneration package and the opportunity to develop within a rapidly expanding technology manufacturing business, in a very energised and challenging environment. If you can see yourself in our global business, please click the Apply button.