Careers

Service Manager

Salary range £23,000-£28,000 depending on experience.

OVERVIEW:

You will be working in a busy office, reporting to the Chief Operating Officer and dealing with incoming and outgoing telephone calls and emails from and to private and trade customers regarding the servicing and repair of their powered and push golf trolleys, all of which are manufactured by the company in our two Gloucestershire-based workshops (soon to be consolidated to a new site at Waterwells Business Park).

Full training will be given in the manufacture of all our trolleys, enabling you to ensure their service and repair to the same exacting standards to which they are produced. Some services/repairs you will carry out yourselves, others will be done by staff in our production team.

You will also be a key part of the production process, advising on (a) design improvements based on analysis of customer experience and (b) Production process improvements based on analysis of technical data.

You will be working on a variety of different computer and internet-based systems to ensure the best possible experience for customers through the whole cycle from first contact through to final resolution.

You and the customer will both use an online fault diagnosis tool to establish the best course of action to get the customer active with his or her trolley in the shortest possible time. If a trolley needs to be returned for service or repair you will be responsible for arranging collection, scheduling the work, keeping the customer informed on progress, handling payments if required and arranging delivery back to the customer.

This is an office-based role and you will be working 8.30am to 5.00pm (with 30 minutes for lunch) five-days-a-week and entitled to 25 days’ holiday plus statutory days.

You will have responsibility for setting and meeting departmental budgets, with a focus on reducing warranty and costs and pro-actively generating service revenues as a profit centre.

The ideal candidate with have a strong fault-finding and -resolution background, be highly organised and have a genuine desire to interact with customers to provide outstanding customer service, both in terms of technical work and communication.

SCENARIOS:

  • Responding to customer enquiries regarding service or repair within agreed timescales via telephone and/or email
  • Using an online fault diagnosis tool to establish the root cause of customer issues remotely and advising on remedies, including the despatch of replacement parts for customers to self-fit
  • Extending and improving the online fault diagnosis tool based on use and feedback
  • Arranging and tracking collections and deliveries
  • Scheduling and monitoring the progress and quality of service and repair work, keeping our internal Sage system and the customer up-to-date with progress at all times
  • Recording and analysing data on trolley quality and performance to report back on possible improvements into Design and Production function
  • Liaising with the Sales Administration function over the status of service and repair orders
  • Carrying out software and hardware services and repairs on trolleys and electronic handsets 
  • Twice-daily planning and review meetings with the Chief Operating Officer

PERSON SPECIFICATION:

  • Ability to work within a team: Essential
  • Enthusiastic, personable and with a strong work ethic: Essential
  • Clear speaking voice and excellent telephone manner: Essential
  • Excellent standard of literacy and numeracy: Essential
  • Good IT skills and knowledge of Microsoft Office: Preferred
  • Electronic, electrical and mechanical engineering credentials: Essential
  • Experience in customer-facing roles: Essential

 

Sales Agents

We are looking for agents to represent our brand in Scotland, the North East and the South West.

The focus will be on building still further the network of approved Stewart Golf stockists and supporting existing retailers.

Interested agents should contact Chief Operating Officer Robert Hardie on robert@stewartgolf.com.

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