At a Glance
- Tasks: Provide expert parts support and deliver accurate information to customers.
- Company: Join a dynamic team at a leading construction equipment company.
- Benefits: Enjoy competitive salary, health perks, and work-life balance.
- Other info: Be part of a caring, daring, and sharing professional community.
- Why this job: Make a real impact by driving parts sales and mentoring others.
- Qualifications: Customer-focused with strong parts knowledge and communication skills.
Location: Duxford, Cambridge
Contract: Permanent, Full Time
About The Role
As a key member of our Central Parts Team, you'll provide expert parts support across the business, delivering accurate and detailed parts information to both internal and external customers. You'll play an important role in driving parts sales performance, supporting departmental targets, and acting as a technical specialist for complex parts enquiries, warranty claims, and product support. You'll also help develop the knowledge and capability of Parts Call Handlers through mentoring, coaching, and technical guidance.
What You'll Be Doing
- Producing accurate and detailed parts lists for customers while supporting departmental sales targets through proactive upselling and cross-selling opportunities.
- Acting as a second-line technical support specialist for parts enquiries, including complex parts identification, pricing support, and parts information queries.
- Processing customer parts warranty claims, liaising with the Warranty Team, and raising technical chain cases with Volvo Construction Equipment when required.
- Mentoring and coaching Parts Call Handlers, helping to develop their product knowledge, technical capability, and use of Prosis.
- Supporting the wider Parts team by providing overflow cover, assisting with operational projects, maintaining high levels of customer service, and ensuring compliance with SMT GB health, safety, quality, and environmental standards.
What You'll Need
- We're looking for a customer-focused and technically minded individual with strong parts knowledge and a passion for delivering excellent service. You'll be comfortable working in a fast-paced environment, managing multiple priorities, and supporting both customers and colleagues with complex parts-related enquiries.
- Strong communication skills, attention to detail, and a proactive approach to problem solving are essential.
- Previous experience within a parts, aftersales, or customer support environment, ideally within construction equipment, commercial vehicles, plant machinery, or a similar industry.
- Strong technical parts knowledge, including the ability to interpret parts catalogues and systems such as Prosis, and accurately compile detailed parts quotations and lists.
- Excellent communication, coaching, and relationship-building skills, with the ability to support and mentor colleagues while delivering outstanding customer service.
- Commercial awareness with the ability to identify sales opportunities, promote campaigns, and contribute towards departmental sales targets.
- Strong organisational skills, attention to detail, and the ability to manage competing priorities while maintaining high levels of accuracy and service quality.
What’s in it for You?
Benefits
- Health & Wellbeing: Health Cash Plan, 24/7 GP service, free physiotherapy access, and a wide range of wellbeing support.
- Family & Lifestyle Support: Enhanced sick pay, maternity, paternity and adoption leave, IVF support, and retirement benefits.
- Financial Benefits: Pension with up to 5% matched contributions, Cycle to Work scheme, EV salary sacrifice schemes, and employee discounts.
- Recognition & Community: Refer-a-friend bonuses, long service awards, volunteering days, and recognition through our Caring, Daring, Sharing awards programme.
- Additional Perks: Christmas shutdown as part of your annual leave entitlement, plus opportunities to get involved through our Employee Council and Social Committee.
Closing date & interview process
We review applications on an ongoing basis and may close this advert early if sufficient suitable applications are received. Early application is therefore encouraged.
Important Notice
Please note that SMT are unable to provide sponsorship for this role.
Our values
Our way of working as a professional community can be best described as Caring, Daring and Sharing. Caring because we are service-minded, and we always like to go the extra mile for our customers and give our people the attention and care they deserve. Daring because we are innovative in our business, constantly looking for smart improvement. And finally Sharing because we realise we're doing this together; with our clients, with a great team of skilled specialists, excellent manufacturers and reliable suppliers. These values create an engaging environment for passionate people who like to work in a place with purpose.
SMT does not accept unsolicited CVs or applications from headhunters, recruitment agencies, selection agencies, or any other third party, unless prior written consent has been given by SMT. These parties are not permitted to submit CVs or applications to SMT or its employees in any form, including, but not limited to, email, social media or online platforms, whether directly or indirectly. Any CVs or applications submitted in breach of this policy will be treated as unsolicited and will not create any obligation for SMT. SMT will not acknowledge or accept any claim for compensation, costs or fees arising from such submissions. SMT also expressly reserves the right to contact any candidates directly, without this creating any obligation towards the party that submitted their details.
Parts Detailer in Duxford employer: SMT GB
SMT GB is an excellent employer, offering a dynamic work culture that prioritises employee growth and development. As a Field Service Engineer in Leicester & Surrounding Areas, you will benefit from competitive salaries, comprehensive training programmes, and the opportunity to work with cutting-edge Volvo construction equipment, all while being part of a supportive team dedicated to delivering exceptional service.
StudySmarter Expert Advice🤫
We think this is how you could land Parts Detailer in Duxford
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at SMT GB. 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 SMT GB 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 Parts Detailer in Duxford
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 SMT GB:Your cover letter is your chance to shine! Tell us why you want to work at SMT GB 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 SMT GB!
How to prepare for a job interview at SMT GB
✨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.
