Service & Workshop Operative (F/T 37.5h)

Fitshop UK; Glasgow; On-site; GBP 28,000 - 36,000; Full time

Job summary

Fitshop UK in Glasgow is seeking a dedicated Technical Support professional to ensure a seamless customer journey and swift handling of after-sales queries, returns, installations and repairs.

You will collaborate with internal teams and external partners, maintain quality in the warehouse area, and drive continuous process improvements while upholding health and safety standards.

Qualifications

• Experience in customer care.
• Knowledge of fitness equipment.
• Understanding of health and safety requirements in technical area.
• Strong communication and collaboration skills.
• Ability to problem solve and communicate action plan clearly.
• Able to plan and organise personal workload and support team members.

Responsibilities

• Manage returns, parts orders, repairs, diagnostics and installations, including 3rd party claims.
• Use multiple channels to answer customer queries and provide quotes for parts or repairs.
• Support colleagues with WMS and Exchequer training.
• Resolve customer faults via calls, emails and web-chat in a timely manner.
• Assist with diagnostics, spare parts, repairs and installations to support after-sales experience.
• Maintain high standards in the warehouse area dedicated to technical support and workshop activities.

Skills

Experience in customer care

Knowledge of fitness equipment

Health & safety awareness

Strong communication

Problem solving

Workload planning

Tools

WMS

Exchequer

Job description

Supporting the Technical Support team, you will ensure the customer journey is seamless and that customers are adequately assisted with any technical problems with their fitness equipment.

This role will ensure that all processes are followed and after-sales technical support queries, returns, installations and repairs are managed swiftly and professionally.

You will also support with team performance, maintaining team vision and inspire the Technical Support team.

Delivering a speedy turnaround on returns, especially 3rd party returns, technical queries, spare parts, repairs, installations and quality issues.

Key Responsibilities

• Support the management of returns, parts orders, repairs, diagnostics, installations and 3rd party claims
• Use multiple channels to connect with our customers and resolve all enquiries, including but not limited to quotes for parts, repairs, and complaints using WMS and Exchequer
• Support other members of the team with WMS and Exchequer training
• Promptly establishing and resolving customer faults and other technical queries, through telephone calls, e-mails and online web-chat
• Assisting returns, spare parts, diagnostics and technical builds to support the after sales experience
• Maintaining high standards in the warehouse area dedicated to technical support, including diagnostics / workshop area, returns and parts
• Continuously looking at the internal processes and procedures in order to drive efficiencies.
• Support with day to day escalated and/or operational questions from the team especially on WMS and Exchequer
• Collaborating swiftly and professionally with the installation team and 3rd party partners to enable the best customer experience
• Be comfortable with Health & Safety and enforce as part of daily activities
• Continuous personal improvement; constantly striving to grow and develop yourself and the team
• Continuous personal and professional development in area of expertise and maintaining strong product and technical knowledge

Who You Will Work With

• Liaising with colleagues in other departments to ensure smooth after sales service, including the diagnostics and parts team. Collaborating with Retail, Sales, Warehousing & Logistics partners to speedily & proactively resolve issues.In this role you will be required to liaise with allocated customers and ensure a smooth after sales process, including for parts, repairs and installations.

You Will Need

• Experience in customer care
• A knowledge of fitness equipment
• An understanding of the health and safety requirement in line with technical area
• Strong communication and collaboration skills due to working with external customers, 3rd party suppliers and internal teams
• Ability to problem solve and effectively communicate action plan
• To be able to plan and organise personal workload and support all members of the team

Advantages – Though Not Essential

• A Full UK Driving licence
• A forklift licence

Job Type: Full-time