Service & Workshop Operative (F/T 37.5h)

Fitshop Group.; Glasgow; On-site; GBP 24,000 - 30,000; Full time

Job summary

Fitshop Group in Glasgow is seeking a Service & Workshop Operative to support the Technical Support team, handling returns, diagnostics, installations and repairs to ensure a smooth after-sales experience.

You will work across multiple channels with customers and internal teams, managing parts and queries while upholding health & safety standards in a busy workshop environment.

Qualifications

• Experience in customer care is required.
• A knowledge of fitness equipment is preferred.
• Understanding of health and safety requirements in a technical area is required.
• Strong communication and collaboration with internal/external stakeholders.
• Ability to plan and organise workload and support teammates.

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 enquiries, including quotes for parts, repairs, and complaints using WMS and Exchequer
• Support other team members with WMS and Exchequer training
• Promptly establishing and resolving customer faults and other technical queries via calls, emails and web-chat
• Assist returns, spare parts, diagnostics and technical builds to support the after-sales experience
• Maintain high standards in the warehouse area dedicated to technical support, including diagnostics/workshop area, returns and parts
• Drive efficiencies by reviewing internal processes
• Support day-to-day escalated/operational questions from the team on WMS and Exchequer
• Collaborate with installation team and 3rd party partners to ensure best customer experience
• Be comfortable with Health & Safety and enforce as part of daily activities
• Continuous personal and professional development in area of expertise and maintaining strong product and technical knowledge

Skills

Experience in customer care

Knowledge of fitness equipment

Health & safety awareness

Strong communication

Problem solving

Plan workload

Job description

Service & Workshop Operative (F/T 37.5h)

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

Service & Workshop Operative (F/T 37.5h)

Experience

Technical expertise as well as experience within customer care.