After Sales Service Specialist - #1672971

Customer Experience Representative

Job Overview:

As a key member of the service administration team, you will play a vital role in ensuring an exceptional ownership experience for our customers. Your primary focus will be on commercial operations, customer engagement, and administrative support.

Key Responsibilities:

Commercial Focus:

• Serve as the primary customer support contact within your designated territory, driving business growth and enhancing customer relationships.


• Identify opportunities to recover lost business and penetrate competitor accounts.


• Build and maintain strong relationships with customers, gaining industry insights to act as a trusted advisor and promote appropriate service products.


• Manage contract renewals by understanding customers' evolving needs and fostering year-over-year contract growth.


• Engage with warranty customers early to inform them of ongoing support options and associated costs, aligning with their budget cycles.


• Increase the number of service contracts by encouraging ‘book and bill’ customers to transition to contract-based service agreements.


• Work towards achieving Annual Operating Plan (AOP) targets by understanding financial objectives and contributing to revenue and margin growth.


• Develop a comprehensive understanding of service products.


• Lead specific projects and present updates during monthly meetings.


• Mentor junior or less experienced team members.

Administrative Responsibilities:

• Serve as the first point of contact for customer inquiries via phone, email, or other channels, ensuring efficient job request processing.


• Relay customer service requests to the Field Service Team, maintaining high customer satisfaction levels.


• Generate manual quotations for non-contract service visits, following up to convert offers into renewable contract options.


• Set up new installations within the service system and prepare necessary documentation for the service team.


• Manage contract renewals, ensuring timely processing and completion.


• Provide coverage for the Administrative Business Partner during their absence.


• Oversee the Extracare inbox and manage incoming inquiries.


• Ensure continuous coverage of the main service phone line by directing and managing call diversions appropriately.


• Handle documentation related to NDAs, accreditations, and other agreements, coordinating with legal experts as needed.

Qualifications & Experience:

• High school diploma or equivalent; an office-based apprenticeship is preferred.


• Additional business or professional training/qualifications are advantageous.


• Minimum of 4 years of relevant aftersales experience in customer service or a similar role.

This role requires a proactive, customer-focused individual with excellent communication and organizational skills. If you are passionate about enhancing the customer experience and driving business success, we encourage you to apply.