Job Description

DEUTSCHE WINDTECHNIK is Germany's largest Independent Service Provider offering a comprehensive service package for Wind Turbine Generators (WTG) from one single source. With more than 6,600 WTGs under contract and more than 1,800 employees operating in several European countries, Deutsche Windtechnik sets the bar for Independent Service Provider services in the European wind energy sector.

At Deutsche Windtechnik Ltd, we need to make our people our priority and make it our mission to give customers a choice outside of traditional OEM service provision. Our vision is to be the preferred independent service provider for all wind farm owners and operators by making our services safer, cleaner, efficient, compliant, and right the first time

Job Summary

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In this role, you will be the primary point of contact between the company and its customers, ensuring that client needs are met with professionalism and efficiency.

Duties

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The primary point of contact for support calls, conducting the initial triage of new cases, and providing updates on existing cases. Coordinate service requests and ensure timely resolution of customer issues. Liaise between customers and internal departments (e.g. Operations, supply chain, Engineering) to facilitate communication and service delivery Monitor and follow up on open customer issues to ensure prompt closure. Support the development and implementation of customer service policies and procedures. Identify opportunities to improve customer service processes and suggest improvements. Provide insightful feedback to continually improve the process and implement new ideas effectively and efficiently. Keeping customers updated when a defect has been identified and managing expectations Adhere to the escalation process for customers Work with customers to help them to understand how to utilise our solutions and support incoming enquiries The primary point of contact for support calls, conducting the initial triage of new cases and providing updates on existing cases.

Skills and experience:

Experience of administration and working in an office environment Excellent IT skills and proficiency in using Microsoft Office (e.g. Outlook, Excel, Word, PowerPoint and Sharepoint) Excellent attention to detail Able to prioritise work and successfully meet deadlines Be willing to learn new skills and be adaptable to change in processes as required A team player who enjoys helping others Highly organised individual with a pragmatic approach to solving problems Reliable individual with a high level of integrity and motivation Excellent communicator (written and verbal) Proactive and self-confident who can work methodically and well under pressure Proven experience in a customer service, coordination, or administrative role.

Desirable experience:

Previous Customer relations experience Knowledge of renewables/technical industry

HSEQ:

In partnership with the HSE department, ensure the continuous improvement of safety and environmental performance and compliance with all laws, regulations and industry standards/codes Report all incidents or breaches of policy or regulations to the line manager Commitment to proactive intervention where an unsafe act or condition is observed Adherence to DWT's integrated management system ensuring document control and improvements to key processes are maintained
Deutsche Windtechnik is an equal opportunity employer and maintains a work environment that is free from discrimination and where employees are treated with dignity and respect. Employment at DWT is based solely on an individual's merit and qualifications, which are directly related to job competence. DWT does not discriminate against any employee or job applicant based on race, ethnicity, nationality, ancestry, genetic information, citizenship, religion, age, gender, gender identity/expression, sexual orientation, pregnancy, marital status, disability or any other characteristic protected by applicable laws, rules or regulations. We adhere to these principles in all aspects of employment, including recruiting, hiring, training, compensation, promotion and benefits.

Please make us aware if any adjustments need to be made during the recruitment process

As one of our employees at Deutsche Windtechnik, you'll enjoy a wide range of rewards and benefits, including:

32 days annual leave (increases with length of service) Private Health Insurance Employee Assistance Programme which provides employees with 24/7 confidential help Private Pension Scheme Life Assurance

Have we sparked your interest?

If so, we would like to get to know you!

Job Type: Full-time

Benefits:

Company pension Life insurance Private dental insurance Private medical insurance
Schedule:

Monday to Friday
Work Location: Hybrid remote in Livingston EH54 9DR

Reference ID: DWT Customer Support Representative