Job Description

Reporting to the Quality Improvements & HSE Lead, the After Sales Support Coordinator, will provide post-sales support assistance to customers. This role is pivotal in ensuring customer satisfaction post-delivery by managing support queries, coordinating timely resolutions, and driving continuous improvement through feedback analysis and using the company's Corrective Action Report (CAR) process to investigate issues. You will liaise with departments to coordinate technical support and guidance to customers, help implement and support the company's after sales support database for customer requests and build a system of frequently asked questions (FAQ's) for technical support / troubleshooting.

Main Duties & Responsibilities

Serve as the primary point of contact for after-sales support. Liaising with customers regarding the status of their issues throughout the support process and ensure response/resolution times are met. Log all customer queries, complaints, and feedback received after product delivery. Coordinate timely and effective responses by liaising with relevant departments (e.g., engineering, logistics, quality assurance). Build and maintain a comprehensive library of Frequently Asked Questions (FAQs), troubleshooting guides, and support documentation. Prepare and produce reports highlighting key insights and performance metrics. Support the Quality Improvements & HSE Lead by working closely with all manufacturing teams to collect and analyse customer feedback to implement changes, identify trends, recurring issues, root causes and areas for improvement. Manage warranty claims and returns processes in line with company policy. Support the implementation and maintenance of a database and/or ticketing system to streamline support operations. Ensure all after-sales activities comply with relevant all Legal and Regulatory compliance and company policies. Assists with all internal and external audit processes to maintain transparency, compliance and operational integrity for ISO 9001 and ATEX/UKEX/IECEx. Escalate complex or unresolved issues to Line Manager when necessary.

What experience would we like you to have?

Please note, if you don't tick all the boxes below but feel you have some of the relevant skills and experience we're looking for, please do consider applying. We would encourage you to apply with a CV that highlights your transferable skills and experience.

Proven experience in a customer support or coordination role, ideally within manufacturing or a complex operational environment. Technical understanding of electronic products would be desirable but not essential. Familiarity with ISO standards and integrated management systems. Organised, with an ability to prioritise workload during periods of high volume, as well as conflicting and changing priorities. Analytical mindset with the ability to interpret data, identify trends and report on performance. Previous auditing experience and root cause analysis desirable. Strong interpersonal skills with the ability to effectively communicate both verbally and written and present across all levels of stakeholders both internal and external. Demonstrable knowledge and experience of ERP systems, and a good level of IT proficiency is essential. Ability to identify problems and resolve customer issues efficiently and effectively. A collaborative team player who can also work independently when required.

Applicants must have the right to work in the UK and not require sponsorship.

About IK Trax

With over 25 years of expertise and successful history, IK Trax has a proven track record in designing and manufacturing pipeline pig locating and signalling equipment, as well as advanced pipeline data logging and testing systems, guaranteeing our clients' total assurance in their operations.

IK Trax is part of IK Group Worldwide, an engineering powerhouse that delivers brilliant engineering for the most complex challenges in the oil & gas industry.

Job Types: Full-time, Permanent

Pay: 25,000.00-35,000.00 per year

Benefits:

Company pension Flexitime Life insurance On-site parking Private medical insurance Work from home
Work Location: Hybrid remote in Aberdeen AB21 0PS