Job Opportunity: Technical Service Co-ordinator

Technical Service Coordinator

Technical Service Co-ordinator

Firebird are seeking a Technical Service Co-ordinator to join their Technical team.

The Role:
This role is instrumental in making sure that technical queries that customers and Service Engineers have with regards to Firebird heating products are dealt with.

By joining Firebird Heating Solutions, you will be part of a team dedicated to making a real difference in the heating industry. Our projects not only aim at innovation but also at reducing the environmental impact of heating solutions worldwide. You will have the opportunity to work with our network of Service and Warranty engineers and learning the technicalities of existing Firebird products and future products.

Job Type:  Permanent, full-time position.

  • Primary role – office based 80% of the time.
  • Secondary role – field support 20% (office/site based).

Responsibilities include:

  • Answering phone calls relating to technical queries on products & customer support on warranty.
  • Issuing Customer Queries (CQs) in order of importance using his/her knowledge of the problem reported, the level of repair required, and the level of 3rd party input needed.
  • Delegation of warranty calls and liaising with Warranty Engineers on CQ affiliated work.
  • Ensuring that the shipment of parts related to warranty issues is carried out in a timely manner.
  • Providing sales support on service issues.
  • Daily closure of CQ log and for tracking CQs to completion.
  • Maintaining good and thorough notes that can be used in future enquiries.
  • Preparing weekly report of service calls.
  • Maintaining documentation trail of returned parts.
  • Updating and maintaining job database as required.
  • Completing other tasks as assigned.

Quality Related Responsibilities include

  • Ensuring work is performed in accordance with the requirements of Firebirds ISO 9001 based quality management system, including adhering to appropriate policies and procedures.
  • If identified, informing management in a timely manner of risks in relation to conforming to requirements of the Quality Management System.
  • Completing tasks that may be required to improve process performance.
  • Participating in and engaging with internal and external audit program as required.

Skills required:

  • Good administrative skills.
  • Excellent communication skills (must be fluent in English).
  • Ability to build and maintain relationships with a range of stakeholders including engineers, customers, internal departments etc.
  • Excellent PC skills, including working knowledge of Microsoft office (Excel, Word, Outlook).
  • Attention to detail.
  • Full clean driving licence.

Experience:
Previous experience in technical support and/or maintenance construction is desirable.

Please email your CV to: info@firebird.ie or post to: Firebird Heating Solutions, Baile Mhic Íre, Co. Cork, P12 HK51.