Warranty - Aftersales Specialist

Permanent employee, Full-time · Riding Mill, Northumberland

About this role

We are seeking an After Sales Specialist/Engineer to join our team. The ideal candidate will possess exceptional problem-solving skills, a strong understanding of commercial dynamics, and a dedication to providing exceptional customer service. You will play a crucial role in ensuring customer satisfaction and maintaining our reputation for excellence. An overall technical understanding of commissioning, operating and fault-finding machines with mechanical/hydraulic/electrical components would be preferred.

Your responsibilities

Customer Query Management: Efficiently handle warranty-related customer queries, ensuring timely and satisfactory resolutions.
Commercial Awareness: Strong commercial awareness and contractual understanding to effectively assess the financial implications of warranty claims, develop cost-minimising strategies, and uphold customer satisfaction.
Communication: Maintain clear, concise, and effective communication with customers, keeping them informed throughout the complaint resolution process.
Documentation and Reporting: Accurately document all customer interactions, queries, and resolutions. Provide detailed reports to stakeholders and other relevant functions.
Cross-Functional Collaboration: Work closely with all functions to resolve warranty issues.
Process Improvement: Identify and implement improvements in the warranty handling process to enhance efficiency and customer satisfaction.
Customer Advocacy: Act as the voice of the customer within the organisation, ensuring their concerns are heard and addressed promptly.
Compliance: Ensure all complaint handling activities comply with company policies, industry standards, and legal requirements.
Technical Improvement: Lead the feedback loop of lessons learned back to the design teams.

About you

Excellent verbal and written communication skills, with the ability to articulate complex issues clearly and effectively.
Ability to work collaboratively with cross-functional teams and build strong internal and external relationships.
High level of attention to detail and accuracy in documentation and reporting.
Ability to thrive in a fast-paced, dynamic work environment and manage multiple priorities simultaneously.

Your experience

Proven experience in a customer complaint handling role, preferably within the engineering or offshore energy sectors.
Strong understanding of commercial principles and the ability to balance customer satisfaction with business interests
Demonstrated ability to analyse problems, identify root causes, and develop effective solutions.

Further information

Successful applicants will be based at our Riding Mill headquarters, in North East England.
A clean UK driving licence is required.
Willingness and ability to travel periodically for short durations.

What we offer

It's really important to us that Osbit is a fun and supportive place to be. This is why we offer a range of benefits. In the UK, these include:

Lunch and refreshments provided daily at main sites.
Access to a Myers Briggs practitioner & counsellor, and tailored coaching.
Bike to Work and Electric Vehicle rental schemes.
Annual summer party celebration and Christmas walk, lunch, and festivities.
Further benefits package currently under construction.

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About us

We’re Osbit. We design and build cutting-edge engineering systems to make offshore wind happen at scale.

We supply engineering equipment across many technology areas, to enable key offshore operations such as wind turbine foundation installation, burial and installation of subsea cables, and the lifting & handling of wind turbine components.

We’re here to redefine what’s possible offshore, to drive the clean energy sector, and our planet, forward. We combine decades of collective experience in developing offshore equipment with fresh and innovative approaches, and we are passionate about enabling a more sustainable world for us all.

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We're looking forward to hearing from you!

Thank you for your interest in a position with Osbit. Please complete the following information to apply for your role with us.

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