Customer Support Technician
Hampshire
£DOE - Romsey, Hampshire
Job Reference: 2845
Typical day-to-day responsibilities include telephone and email support, Return Material Authorisation (RMA) handling, field service on board vessels, technical communications and active involvement with local training programs.
You will have direct contact with Customer Sales Representatives, Sales Managers & Technical Specialists across the EMEA region and liaise with the Service Team for progressing consumer enquiries such as repairs, returns and onboard warranty claims. On occasion you will also consult with product experts to find solutions to escalated problems .
About Navico:
Navico is the worlds largest marine electronics company and is producing products under the leading marine electronics brands: Lowrance for fishing, Simrad for power cruising, and B&G for sailing — as well as one professional/commercial brand, Simrad Pro. In addition we offer a range of apps and cloud based solutions through our GoFree Brand. These brands are sold in more than 100 countries worldwide, with an estimate of more than 1 million boaters using Navico products. Navico has approximately 1,500 employees globally.
Key Tasks:
- RMAs: creation, oversee, manage returns and confirm fault validity
- Direct consumer and customer support via telephone and email where required, including entering data onto various Navico IT systems
- Constantly seeking out and identifying opportunities to upgrade consumers to the latest product offering
- Work constructively with regional Service, Product Management and R&D teams to resolve issues
- Deliver both theory and practical classroom training for Customers
Key Requirements
- Electrical / electronic / IT background: preferably HND / degree level, but demonstrative
- competency more important than grades
- Strong customer focus skills
- Excellent written and verbal communication skills
- Knowledge of sailing, preferably as a recreational pursuit
- Has a clean driving licence & enjoys travel
- Ability to maintain a high level of organisation with files and internal communications
- Able to identify areas for improvement in operating efficiencies and overall performance for the customer
- Skilled in the use of PC operations, diagnostics and troubleshooting
- Ability to use common electrical and electronic diagnostic tools for troubleshooting mechanical, electrical, electronic, electromechanical and hydraulic issues
Physical demands
The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this role. Reasonable accommodations may be made to enable certain individuals with disabilities to perform these essential functions.
- Occasional travel by car, train and plane, occasionally at short notice.
- Physical ability to work on or around marine vessels
- Ability to work on moving vessels, in confined spaces and or various heights
Required Experience
Electronics/IT : 1 year
Electronics/IT : 1 year
This job description is not exclusive or exhaustive and the post holder will be required to undertake such tasks as may reasonably be expected within the scope and grading of the post
Location: Romsey
Salary/Rate: TBD – Dependent on experience
To apply – Send a CV to Claire Abraham at Navico via the "apply for job" below
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