At a Glance
- Tasks: Support customers post-sale by diagnosing technical issues and providing solutions.
- Company: Join a leading European organisation with a fantastic team culture.
- Benefits: Gain valuable experience in customer service and technical support.
- Other info: Opportunity for continuous learning and career growth in a dynamic environment.
- Why this job: Make a real difference by helping customers solve their problems.
- Qualifications: Customer service experience and strong problem-solving skills required.
The predicted salary is between 30000 - 40000 € per year.
We are working with an extremely well-known, European leading organisation on the lookout for a Technical Advisor to join their Aftersales team in Warwick. This is an incredible opportunity to join a great company within a fantastic team.
As an Aftersales Support Advisor, you will be the primary point of contact for customers following the sale of products. You will deliver outstanding customer service in a technical setting, combining empathy, product knowledge and problem-solving to make complex issues feel simple.
You will take ownership of customer issues from first contact through to resolution, diagnosing technical problems, providing remote support and determining when on-site intervention is required. As the expert in remote troubleshooting, you will be central in achieving first-time resolution and minimising unnecessary escalation, while ensuring customers feel supported and reassured throughout their journey.
Beyond day-to-day customer contact, you will contribute to continuous improvement across Aftersales and the wider business. This includes involvement in product testing at HQ, shadowing Field Service Engineers to build deeper technical understanding, and working closely with Quality teams to support root cause investigation and long-term product improvement.
You will consistently apply The Company Way Aftersales Call Cycle, adapting communication style to suit a wide range of customers, including vulnerable users. You will focus on delivering customer excellence today, while using insight from real customer experience to help improve products, processes and service delivery for the future.
Key Responsibilities:- Handle Aftersales queries via phone and email across all product categories
- Diagnose issues by asking the right questions and fully understanding the problem and its impact
- Provide clear advice and resolve issues remotely wherever possible
- Decide when on-site support is required and raise accurate engineer job sheets first time
- Build relationships with the Field Service Engineers and 3rd Party Contractors, to ensure effective handover, preparation and outcomes
- Maintain accurate customer, product and case data within the CRM system
- Complete product testing at HQ where appropriate to support diagnosis and resolution
- Liaise with Group Quality and internal teams on complex or unresolved product issues
- Take ownership of first-level complaints, aiming for first-time resolution and restored confidence
- Support vulnerable customers with empathy, adapting communication style to individual needs
- Apply The Company Way Aftersales Call Cycle consistently in every customer interaction
- Identify repeat issues and improvement opportunities, feeding insight back to Aftersales, Product and Quality teams
- Experience in a customer service or technical support role
- Proven ability to troubleshoot and diagnose issues using structured questioning
- Experience working in a fast-paced, high volume environment
- Experience handling customer complaints and conflict resolution
- Experience handling technical product queries
- Experience working with engineers or technical field teams
- Minimum of 5 GCSEs (or equivalent) at grade C or above
- Put the customer at the centre of every decision and action
- Communicate clearly and professionally with customers, colleagues and partners
- Demonstrate empathy, respect and patience, particularly when supporting vulnerable customers
- Take ownership of issues from first contact through to resolution
- Be technically curious with a strong desire to understand how products work
- Accurate and detail-focused, particularly when capturing customer and job data
- Solutions focused, thinking quickly to find the best outcome for the customer
- Open to learning, development and continuous improvement
- Show empathy, respect and professionalism in all interactions
Technical Advisor in Warwick employer: Auctoro Recruitment
Join a renowned European leader in the industry as a Technical Advisor in Warwick, where you will be part of a supportive and dynamic Aftersales team. The company fosters a culture of continuous improvement and employee development, offering opportunities for hands-on experience with product testing and collaboration with Field Service Engineers. With a strong emphasis on customer excellence and a commitment to employee growth, this role provides a meaningful and rewarding career path in a vibrant location.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Advisor in Warwick
✨Tip Number 1
Get to know the company inside out! Research their products, values, and customer service approach. This will help you tailor your conversations and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your troubleshooting skills! Think of common technical issues and how you would resolve them. Being able to demonstrate your problem-solving abilities during interviews can really set you apart.
✨Tip Number 3
Show off your empathy! Prepare examples of how you've supported customers in the past, especially vulnerable ones. This will highlight your ability to connect with customers and provide excellent service.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the initiative to engage directly with us.
We think you need these skills to ace Technical Advisor in Warwick
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the Technical Advisor role. Highlight your customer service experience and any technical support roles you've had. We want to see how your skills match up with what we're looking for!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you're passionate about this role and how you can contribute to our Aftersales team. Be sure to mention your problem-solving skills and empathy towards customers.
Showcase Your Technical Curiosity:We love candidates who are technically curious! In your application, share examples of how you've gone above and beyond to understand products or troubleshoot issues. This will show us you're the right fit for the role.
Apply Through Our Website:Don't forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the position. Plus, it makes the whole process smoother for everyone involved.
How to prepare for a job interview at Auctoro Recruitment
✨Know Your Stuff
Make sure you brush up on the technical aspects of the products you'll be supporting. Familiarise yourself with common issues and solutions, as well as the company's Aftersales Call Cycle. This will help you demonstrate your expertise and confidence during the interview.
✨Practice Empathy
Since you'll be dealing with customers, especially vulnerable ones, practice how to communicate with empathy and patience. Role-play scenarios where you handle complaints or complex issues, showing that you can put the customer at the centre of your approach.
✨Show Your Problem-Solving Skills
Prepare examples from your past experiences where you've successfully diagnosed and resolved technical issues. Use the STAR method (Situation, Task, Action, Result) to structure your answers, highlighting your ability to think quickly and find effective solutions.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team dynamics, ongoing training opportunities, or how they measure success in the Aftersales team. This shows your genuine interest in the role and helps you assess if it's the right fit for you.
