At a Glance
- Tasks: Lead a dynamic service desk team and shape customer support processes in clean energy.
- Company: Join a fast-growing business in the exciting clean energy sector.
- Benefits: Competitive salary, career growth, and a chance to make a real impact.
- Other info: Opportunity to grow into a leadership role as the team expands.
- Why this job: Be the technical backbone of aftersales and enhance customer experiences.
- Qualifications: 4-5 years in technical support with strong diagnostic skills.
This is a genuinely exciting opportunity for a technically minded individual to join a fast-growing business in the clean energy sector at a pivotal moment. The Technical Help Desk function is being built from the ground up, and this role will be instrumental in shaping how it looks, feels, and operates. Working directly alongside the Head of Aftersales to define processes, set standards, and establish a customer first culture from day one.
Field service work will be handled by an outsourced partner, meaning this role is centred on intelligent triage. Understanding customer issues quickly, diagnosing root causes accurately, and ensuring the right resource is deployed at the right time. The individual in this position will be the technical backbone of the aftersales operation and the primary point of contact for customers requiring support.
Key Responsibilities
- Act as the first point of escalation for inbound technical support queries relating to proprietary hardware systems and associated infrastructure.
- Triage and diagnose hardware faults remotely, determining whether issues can be resolved via guidance or require field service deployment.
- Liaise with the outsourced field service partner to coordinate site visits, ensuring customer expectations are managed throughout.
- Build and maintain strong customer relationships, ensuring communication remains proactive, professional, and solution focused at all times.
- Work closely with the Head of Aftersales to design and implement help desk processes, workflows, and escalation procedures.
- Contribute to the development of a knowledge base and internal technical documentation to support consistent and efficient resolution.
- Track and report on support metrics, identifying recurring issues and feeding insights back into product and operations teams.
- Play a key role in shaping the team structure as the function grows, potentially taking on line management responsibilities in due course.
Skills & Experience
- A minimum of 4 to 5 years experience in a hardware focused technical help desk or technical support role.
- Proven ability to diagnose and triage hardware faults. Experience with power electronics, energy storage, EV charging infrastructure, or similar electro mechanical systems would be a strong advantage.
- A working appreciation of software systems and connectivity, sufficient to understand integrated hardware and software products and assist with basic software related queries.
- Excellent interpersonal and communication skills, comfortable engaging directly with customers across all levels, from site engineers to fleet managers and senior stakeholders.
- A proactive, ownership driven mindset with the confidence to make decisions in ambiguous situations.
- Experience contributing to or building new processes and functions, rather than simply operating within established ones.
- Strong organisational skills and the ability to manage multiple cases simultaneously without compromising on customer experience.
Desirable (Not Essential)
- Background in EV charging, energy storage, or clean energy technology.
- Familiarity with CRM or ticketing platforms such as Zendesk, Salesforce, or HubSpot Service Hub.
- Experience working with or managing outsourced field service or logistics partners.
- Previous experience in a team lead, senior technician, or mentoring capacity.
Service Desk Team Lead in Yate employer: Gerrell & Hard
Join a dynamic and innovative team in Yate, South Gloucestershire, where your expertise as a Service Desk Team Lead will directly influence the development of our Technical Help Desk in the clean energy sector. We pride ourselves on fostering a collaborative work culture that prioritises employee growth, offering opportunities to shape processes and lead a dedicated team while enjoying a competitive salary and a supportive environment focused on customer satisfaction.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Team Lead in Yate
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Gerrell & Hard. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Gerrell & Hard before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Service Desk Team Lead in Yate
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Gerrell & Hard:Your cover letter is your chance to shine! Tell us why you want to work at Gerrell & Hard specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Gerrell & Hard!
How to prepare for a job interview at Gerrell & Hard
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
