Technical Services Executive

In combining Carlsberg’s and Britvic’s legacy businesses in the UK to form Carlsberg Britvic, we are creating an integrated beverage powerhouse in the market. Stronger together, we have a unique opportunity to get ahead and stay ahead of the competition while building a truly iconic business proposition. We offer customers an enhanced portfolio as the leading supplier combining beer and soft drinks, supported by a world-class sales force capable of unlocking growth opportunities across multiple channels and occasions. We are leveraging the strength of our integrated supply chain to make great-tasting brands available everywhere. Additionally, we are building brand equity while delighting consumers through outstanding marketing and innovation platforms. To fuel this opportunity, we are combining our talent, capabilities, and know-how across our integrated organization.

Job Overview:

We are seeking a dynamic and compelling Technical Service Executive to join our team at Carlsberg Britvic. In this role, you will effectively manage inbound and outbound customer service calls related to equipment breakdowns, parts orders, and complaints. Your primary focus will be to maximize first-line resolution of breakdown calls, enquiries, and complaints, driving customer satisfaction while reducing overhead costs.

Key Responsibilities:

• Effectively manage all inbound and outbound service calls, accurately diagnosing faults to maximize first-line resolution and customer satisfaction.
• Overcome objections and use guided assistance to complete equipment fixes over the phone where possible, deferring potential Total System Failures and isolating flavors as required.
• Ensure accurate job logging for technician visits, including all relevant information in case notes.
• Build and develop extensive knowledge of Dispense, Chiller & Ice machines in various specifications for our diverse customers.
• Educate customers on how our equipment works and teach them basic hygiene and maintenance practices.
• Monitor and be responsible for the Service queue and AEP (asset existence program) queue on a rotational basis.
• Liaise with various external companies that support the service of our Chillers and Dispense systems in Ireland.
• Resolve internal and external customer enquiries and complaints at the first point of contact, ensuring customer satisfaction.
• Complete all administration to agreed standards and timescales, ensuring accurate customer information and data input accuracy.
• Undertake any other reasonable responsibilities as requested by your line manager.
• Adhere to all department standards and guidelines.
• Be flexible with working hours, 8am – 8pm, 5 days over 7.
• Represent Britvic and its culture internally and externally.

Knowledge, Skills & Experience Required:

• Excellent verbal communication skills are essential.
• Contact center customer service/Technical experience is preferred but not essential.
• Computer literacy - Competency using Microsoft Office, Windows 10, and other Windows-based applications.

Key Behaviours:

• Open to feedback and the ability to improve performance
• Mature outlook and self-confident with the ability to be a team player
• Have a desire to learn and improve knowledge
• Polite and courteous with customers
• Speaks clearly and concisely at the appropriate pace
• Takes ownership of their own actions and personal development
• Always professional and demonstrates respect towards others at all times