CSA Performance Specialist in Pontypridd

SMT is a leading full-service distribution company specializing in machinery and trucks. Our focus is on providing equipment for the construction, material handling, recycling, and transport industry. Launched in 2010, we have already obtained a significant heritage that dates back to 1946. Our mix of agility and international experience gives us the advantage of a synergetic environment. We are active in large parts of Africa, Belgium & Luxembourg, Great Britain, the Netherlands, and in the US.

We are seeking a CSA Performance Specialist to oversee the delivery of our Level 3 Repair and Maintenance Customer Support Agreements. You will ensure agreements are fulfilled on time, within budget, and in line with agreed SLAs. Using financial and condition-based data, you'll apply a “Repair before Failure” strategy to minimise downtime and maximise profitability. Acting as the main point of contact for L3 CSA activity, you’ll work closely with customers and Service teams to drive operational excellence. Please note this role can be based out of any of our UK Depots.

What You’ll Be Doing

• Pre-Service: Schedule services based on urgency, location, and job scope. Review past service notes and outstanding work. Account for any customer-specific requirements. Confirm plans with Service Desk and customer. Assign jobs to engineers via service tool.
• Post-Service: Ensure all planned and additional work is completed. Review inspection reports and request parts quotes. Follow up with customers as needed.
• Repairs: Monitor machine condition via ActiveCare. Track and report on SLA uptime performance. Plan and schedule repairs proactively.
• Other Duties: Validate and approve contract costs. Understand site conditions. Manage satisfaction guarantee vouchers. Ensure machine telematics connectivity.

Essential

• Experience in a technical/engineering role – ideally in construction space.
• Proactive and customer-focused mindset.
• Strong communication and interpersonal skills.
• Confident phone manner and competent keyboard skills.
• Ability to work independently and prioritise effectively.
• Logical thinker with problem-solving skills.
• Flexible, co-operative, and reliable.
• Basic understanding of mechanical systems.
• Professional and accountable approach.
• Good mechanical knowledge and system awareness.
• Strong computer and financial literacy.
• Experience working directly with external customers.
• Full UK driving licence.

Desirable

• Experience in aftermarket sales/service (B2B).
• Knowledge of SMT GB products and the construction industry.
• Experience managing financial aspects of contracts.

What's in it for you?

Taking Care of You: Health Cash Plan – Claim money back on prescriptions (including HRT), glasses, dentists appointments, physio and more. We cover your basic plan, with the option to upgrade. Free Physio Access – Speak to a physio by phone or video. 24/7 GP Service – Private GP access anytime. There's not all – We also offer a whole host of additional Health & Wellbeing Support and benefits.

Life Outside of Work: Enhanced Sick Pay – Extra support when you’re unwell, meaning you can rest a little easier while you recover. Family Leave – Enhanced maternity, paternity and adoption leave. IVF Support – Paid time off for treatment and appointments. Retirement Support – Enjoy bonuses and phasedown days when it's time to retire.

Financial Extras: Pension – We match your contributions up to 5%. Car Leasing – Salary sacrifice schemes through Tusker or Octopus. Cycle to Work – Save on a new bike and accessories. Discounts Platform – Save on groceries, holidays, shopping and more.

You’ll also have access to a range of team-focused benefits, including a refer-a-friend bonus, long service awards starting at three years, a paid volunteering day each year, Christmas shutdown as part of your holiday allowance, and plenty of opportunities to get involved through our Employee Council, Social Committee, and Caring, Daring, Sharing awards.

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.