Job Description

As Customer Support Coordinator you serve as the primary liaison between customers, engineering team and the aftermarket department to ensure timely resolution of technical issues, efficient coordination of service activities and a high level of customer satisfaction. You are responsible for managing customer queries, processing warranty claims, coordinating service visits and ensuring customer satisfaction through timely and effective support. Reception duties are also part of this role.

About The Role

Serve as the first point of contact for customer enquiries relating to aftermarket technical support, warranty claims, service and quality issues. Manage and document customer cases, ensuring clear communication and timely follow up. Maintain accurate records of communications, service issues and resolutions. Monitor service KPI's (response times, resolution times, customer satisfaction) and escalate delays or issues, as necessary. Process and manage warranty and service claims in line with company policies and procedures. Schedule and coordinate service engineers for site visits and repairs. Support by providing quotes, processing orders and ensuring timely delivery of parts. Handle customer feedback, including complaints and escalate where necessary. Collaborate with supply chain to ensure prompt delivery of replacement components when needed. Assist in compiling customer feedback and field data to support continuous improvement initiatives. Reception duties to include the management of calls, welcoming visitors and any other duties as may be reasonably required in accordance with the assigned role.

Required Criteria

Proven experience in a customer service, sales support, or aftermarket role. Excellent communication and interpersonal skills, both written and verbal. Strong organizational and time management skills. High attention to detail and accuracy. Proficient in Microsoft Office (Word, Excel, Outlook). Ability to work independently and as part of a team. A proactive approach to problem solving.

Desired Criteria

Experience in a manufacturing or engineering environment. Working knowledge of Infor ERP or Service Management Systems. Understanding of warranty or service agreements. Ability to co-ordinate and execute projects and events.

Skills Needed

About The Company

Kiverco, founded in 1993, stands out as an exceptional place to work, renowned for its commitment to quality and innovation in creating robust recycling solutions. The founder, Aidan McKiver, utilised skills from his upbringing to innovate in farm machinery, later channeling this expertise into Kiverco.


His focus on quality and process improvement laid the foundation for the company's growth. Kiverco's success is rooted in its specialisation in large-scale waste separation equipment, recognized internationally for its durable design and manufacturing.


The company's expansion is notable, with its first European plant installed in Portugal and Spain, leading to growth across Europe. Kiverco then entered the North American market with a plant in Ohio and established a significant presence in the Middle East.


The expansion into Australia and New Zealand was facilitated by securing a distributor, highlighting Kiverco's impressive global footprint

Company Culture

Significantly, Kiverco has doubled its manufacturing capabilities, reflecting its commitment to growth, innovation, and enhancing plant performance.


The team has grown to over 70 colleagues, underscoring a supportive and collaborative work environment. This growth has positioned Kiverco as a leader in the industry, renowned for its products' higher sustained purity, more uptime, and longer useful life.


Working at Kiverco means being part of a dynamic, growing company with a global reach and a reputation for excellence in the recycling industry.


The emphasis on quality, sustainability, and innovation, combined with a supportive team environment, makes Kiverco an ideal workplace for those passionate about making a positive impact in the world of recycling.

Company Benefits

Joining Kiverco offers the unique opportunity to be part of a pioneering team dedicated to creating the world's toughest and most sustainable recycling solutions, where innovation, growth, and a commitment to quality and environmental sustainability are at the core of every endeavor.


Vacation, Paid time off, Performance bonuses, Retirement plan and/or pension, Flexible schedule, Tuition reimbursement, Free parking, Competitive salary, Perks Card, Work With Charities, Employee Recognition Scheme, Hybrid Working, Long service awards

Salary

Not disclosed