After Sales Assistant

After-Sales Assistant
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.

Technical Support & Troubleshooting

• 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.

Spare Parts & Service Coordination

• 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.

Documentation & Reporting

• 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.

What We're Looking For
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.

Experience & Qualifications

• 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.

Key Skills

• 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.

Performance Measures
Success in this role will be measured against:

• Service response times
• First-time fix rates
• Customer satisfaction scores
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