Technical Service Representative
We are seeking a skilled professional to join our team as a Technical Service Representative. This is an exciting opportunity for someone who is passionate about delivering exceptional customer service and has a strong technical background.
Key Responsibilities:
* Assess customer issues, perform repairs, and maintain products after delivery while delivering a high standard of customer service.
* Report detailed technical findings and customer concerns to the Service & Quality teams through appropriate reporting channels.
* Conduct inspections to determine the cause of issues and perform repairs to the highest standard.
* Ensure all repairs meet quality standards and are free from defects.
* Gather relevant information to confirm that required work has been completed correctly.
* Take ownership of issues throughout the repair process and guarantee quality upon completion.
* Ensure customer satisfaction with the service provided.
* Achieve a high number of 5-star product reviews.
* Maximize the percentage of first-call resolution for service issues.
* Provide product feedback to the QC/Engineering team to support continuous quality improvement.
* Perform work to the best of ability while meeting required standards.
* Be punctual, reliable, and responsible.
* Complete any additional tasks as requested by management.
* Build and maintain strong customer relationships while delivering exceptional service.
* Support fellow technicians with in-home visits to assess service issues.
* Educate customers on proper furniture care to enhance the longevity of their sofas.
* Promote services and uphold company values.
About You:
* Previous experience as a Field Service Technician, with a strong technical skillset.
* Proficiency in using power and hand tools to conduct repairs and maintenance.
* Basic knowledge of electrical circuits to support troubleshooting and service tasks.
* Enthusiastic and committed, with a customer-focused approach to service delivery.
* Experience in repairing fabric and leather sofas is welcomed but not required.
* Knowledge of the furniture industry is advantageous but not essential.
* Flexibility with working hours and a keen eye for quality and craftsmanship.
* Valid full driver's licence, with the ability to travel to customer locations as required.
Our Values:
Passion, Integrity, Collaboration Innovation – these are the values that unite us, inspire us and set us apart. They're not just words; they're the heartbeat of our organization, pushing us to be our best.