About Faucet Strommen

At Faucet Strommen we manufacture Australia’s finest tapware, showers and accessories. We are a quality focused company producing a range of beautiful products for the Australian and export.

We have been operating for 25years and have become well established in the market and gained respect for our attention to detail and superior product engineering. We supply our products through showroom merchants across the country with coverage in all capital cities and most regional centres.

Our products are sought after by designers and architects and used in many luxury homes across the country.

What we need

We are looking to employ an after sales service manager who can be the point of contact for and oversee all aftersales matters for our valued customers. This person would be provided the tools and training needed to execute with confidence. A practically minded person with good phone and email communication skills and ability to manage and follow through cases to satisfactory and prompt outcomes will be critical for success.

Work hours

Whilst this is a full time job position being advertised, we are negotiable on start and finish times to accommodate travel or domestic responsibilities should this be needed. Also if reduced hours eg 9am to 3pm is better suited we are open to a less than full time contract. It is expected that it will be 5 days per week Mon to Friday.

Location

This role will be undertaken at company headquarters in Kerang Victoria. The role may develop to providing some on site support or investigation in the future, although that is not a requirement.

Work area

The operator will be provided with a desk in an air conditioned office area along with headphone, computer and comfortable chair.

Skills and Qualities needed

Below lists some of the skills, experience and qualities needed if you are to be successful.

• Courteous and positive attitude
• Practically minded person, understands how things work
• Ability to plan and execute resolutions
• Good phone skills
• Ability to picture a situation when remotely assisting so as to ask the right question and get down to the issue quickly.
• Ability to speak clearly and concisely so customers understand.
• Ability to communicate clearly by email/message
• High work standard and attention to detail
• Efficient with
• Ability to understand photos, drawings, parts diagrams etc
• Open to training and personal development
• Respectful

Some activities that you will carry out

Below lists some of the activities you would typically carry out in the course of this role:

• Be the one point of contact for processing of all customer after sales issues
• Open cases on Odoo, fill out case details and attach relevant images, emails, invoices etc
• Talk to users on phone to understand their issue and provide them with confidence that we will be at their side to resolve
• Create action plan for resolutions
• Work cell training involving some hours per day on the shop floor building and understanding products so you become an authority on the Facet Strommen collection.
• Assist with writing procedures or step by step fixes for customers to correct issues in the field.
• Work with other teams in the company to understand and learn about the products you work with and assembly procedure etc.
• Use parts exploded diagrams, images, parts lists to assist in replacement or diagnosis.
• Prepare parts, arrange send and track packages
• Share case reports with other teams for the improvement of quality and service
• Escalate complex issues or call a meeting to discuss issues that involve more complex solutions or higher level policy calls
• Arrange return of parts or products needed for quality investigation
• Arrange offsite plumbers to attend site visits, repairs
• Guide consumers through self help fixes
• Prepare written, photo or video guides for fixing specific cases
• Manage workload and priorities
• Provide kpi’s to management.
• Maintaining a clean work space and assisting with rostered cleaning chores.

Opportunities for Career Development

The role has opportunities for development in the company depending on level of commitment, skill and expertise. This will be rewarded with remuneration increases. These may include :

• Assistance in writing installation instructions
• Managing and taking on higher level customer issues
• Managing a small team of 1-2 assistants as the company grows
• Prior to sale technical support