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