Repairs Technician in Malvern

Join Smartbox and make a meaningful impact as our newest team member! Are you a passionate Repairs Technician who wants to play a part in creating technology that gives a voice to those without speech? Smartbox is seeking a dedicated and talented individual like you to join our team and make a real difference in the lives of people with disabilities.

At Smartbox, we take pride in being a leading company in assistive communication technology. Our innovative products, combining specialised hardware, advanced software, and engaging content, are used by individuals with diverse needs worldwide. All around the world, our products, accomplishments and aspirations are a reflection of our teams’ values: passionate, caring, empowering, achieving together and enabling change. We believe that everyone deserves a voice, and our inclusive culture reflects this belief.

By joining Smartbox, you will become part of a team that values diversity, fosters collaboration, and supports a community of users who rely on our technology to communicate effectively. In addition to the rewarding nature of our work, you will collaborate with talented professionals who share a common goal of pushing the boundaries of innovation while considering the environmental impact of our products and processes. We strive to develop sustainable solutions that minimise our carbon footprint and promote a greener world. Together, let's make a difference that extends beyond communication technology and leaves a positive mark on our planet.

How will you be making a difference?

• Check and verify the operation and condition of courtesy loan devices before issuing them to customers.
• Issue like-for-like courtesy loan devices to customers as per the repair request form.
• Receive and reimage courtesy loan devices in accordance with GDPR policies.
• Prepare courtesy loan devices ready for the next customer.
• Maintain accurate records of courtesy loan stock in the business system.
• Maintain appropriate stock levels of loan devices in line with the End-of-Life process.
• Generate quotes for repairing any courtesy loan.
• Liaise with Original Equipment Manufacturers (OEMs) for external repairs.
• Test and verify faults on devices/accessories before liaising with OEMs.
• Issue quotes to customers for OEM repairs.
• Back up devices where possible before sending them to the OEM.
• Record OEM repairs in the business system.
• Process and post the service orders once the OEM repair is completed.
• Restore OEM-repaired devices/accessories to optimal functionality in accordance with repair procedures.
• Handle customer enquiries via phone and email while maintaining high customer satisfaction.

Organisational Responsibilities

• Uphold and actively support Smartbox's Quality Management System (QMS), contributing to continuous quality improvement, regulatory compliance and operational excellence.
• Support the company’s sustainability goals through responsible working practices and consideration of environmental impacts in our day-to-day activities.
• Actively support Smartbox’s purpose of empowering people with disabilities through assistive technology, ensuring that all work contributes to improving user experience and accessibility.
• Handle personal and sensitive information in line with company policies, GDPR, HIPAA and data protection regulations.
• Follow all health and safety policies and promote a safe, inclusive, and respectful workplace for team members and customers.
• Maintain high standards of conduct, professionalism, and integrity in all internal and external interactions.
• Contribute to an inclusive culture that values every individual’s contribution and upholds equality and respect.

The successful applicant will also be asked to perform other duties on an ad-hoc basis and will need a proactive attitude to this.

Essential Qualifications/skills/experience

• Excellent attention to detail.
• Excellent communication skills.
• Excellent knowledge of Windows and IOS.
• Excellent knowledge of Microsoft Office.
• Ability to work both independently and as part of a team.
• Ability to prioritise effectively.

Useful Qualifications/skills/experience

• Familiarity with Business Central.

This is a full-time role based in our Malvern office, with standard working hours of Monday to Friday, 9:00 am to 5:30 pm, to support collaboration and teamwork. You will gain in-depth knowledge of our products and see first-hand the impact they have on empowering people every day. You will have the opportunity to collaborate with teams across the business and contribute to shared goals.

Why join us?

Here at Smartbox, we are positive and inclusive about making adjustments, providing flexible working, and encouraging all staff to engage in a diverse range of year-round learning and personal development opportunities. In addition, you will work alongside highly motivated colleagues in an environment of strong teamwork whilst also having fun. This is a hugely rewarding role and a career to be proud of where every day you will go home knowing you made a positive difference in the lives of disabled people.

Rewards and benefits

At Smartbox our employees always do their best, which is why we give so much in return. In addition to your competitive salary, private medical insurance, and 25 days of holiday plus public holidays, we’ll shower you with perks, including:

• Dress: We want you to feel comfortable in the office, smart casual is perfect.
• Food: You can find free healthy office snacks in our kitchens.
• Give back to the community: Each year every member of staff will get the opportunity to spend one paid day volunteering for a good cause of their choice.
• You, our best asset: We believe in investing in you and your development. Stay with us and grow with us! We will reward you with more holidays for your long service!
• Wellness: Stretch away the stress every morning with our online trainers, available via our cooperative perk website or hit the gym. We provide gym discounts too!
• Wellbeing: You gain unlimited access to a benefit and Wellbeing app Yulife, providing store discounts and wellbeing services.
• Mental health: You will have access to the 24/7 Employee Assistance Programme for a wide range of support, advice and resources about Family, Health, Life, Money and Work.
• Peace of mind: Every employee benefit from a company pension, group life assurance, and income protection.
• Fun: Complimentary theatre and cinema tickets to Malvern Theatres. We organise many free social events including team outings and get-togethers.
• Eco-friendly: You can sign up for a cycle scheme (save 25%-39% on a new bike or E-bike by cycling to work) or lease an electric car through a salary sacrifice scheme after 2 years of service.
• Bonus potential: We work hard and Smartbox recognizes that with a discretionary annual bonus.
• Finances: Enjoy a wide variety of savings and discounts with Corporate Perks. You can save on electronics, food shopping, fashion, fitness, entertainment and all things travel.

Our Commitments

At Smartbox, we are committed to fostering an inclusive and equitable work environment where every individual's unique background and perspective are valued and respected. We are proud to have been awarded Disability Confident Employer status by the UK Government’s Department of Work and Pensions. We are also the Founding Partner of Purple Tuesday. We are committed to ensuring that our recruitment practices are barrier-free and as inclusive as possible. This includes making adjustments during the job application process and throughout your future career with us.

At Smartbox, it’s not about fitting into our culture – it’s about adding to it. Our diverse team brings together unique talents and inspires each other to create amazing products that reflect the diversity of our users and customers.

We’d love to hear from you. Our ever-evolving team powers the business across the world and brings the next generation of AAC solutions to life. Together we experiment, innovate and create across the full product lifecycle. And, in a collaborative and close-knit culture, we support each other to search for better. We support our community and contribute to a sustainable future for our business and the planet.

Join us as a Repairs Technician and take our technology and your career into new territories. Share your operational expertise and passion for making an impact within your cover letter and CV. We look forward to receiving your application.