Aftersales Team Leader

Gowan Home, a leading distributor of products and services to the kitchen, electrical and building materials industries in Ireland are seeking to recruit an Aftersales Team Leader for their busy operation in Citywest. We distribute a number of exclusive premium brands including De Dietrich, Elica, Franke, KitchenAid, Ninja, NordMende and Shark.

Reporting directly to the Customer Experience Manager, the successful applicant will be response for the day\-to\-day management of the department and team of advisors.

Key Responsibilities:

*Service Partner Network*

• Be the main point of contact for field engineer agent escalations.


• Identify gaps in the network and recruit where required.


• Ensure compliance regarding insurance, accreditations and VAT registration are valid.

*3PL Spare Parts Partner*

• Own the process that ensures our 3PL spare parts partner has all the data they require to achieve 95%\+ fulfilment rates consistently.


• Provide pre\-notification information on new product spare parts.

*Internal \& External Customer Support*

• Take ownership of any major customer technical issues that may arise, while working closely alongside the Technical Service Coordinator.


• Provide support to customer advisors on repair escalations.


• Create, implement and coordinate a training plan for customer advisors.


• Work closely with Technical Service Coordinator in organising relevant training for the Service Partner Network.

*Administration Duties*

• Approve and process engineer and 3PL spare parts partner monthly repayments.


• Manage and maintain product technical information, including spare parts breakdown, exploded lists, user manuals and technical service reports.


• Ownership of the inbound mailbox.


• Responsible for customer reports on aftersales performance.

Key Attributes:

• Customer\-focused and driven.


• Comfortable in dealing with challenging customer situations.


• Strong administration and analytical skills.


• Advanced MS PowerPoint and Excel skills.


• Excellent communication and presentation skills.

Job Type: Full\-time

Benefits:

• Bike to work scheme


• Company events


• Company pension


• Employee discount


• On\-site parking

Work Location: In person

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