Hardware & Warranty Analyst

Bridge Recruitment UK Ltd
St. Albans
£15000 - £20000/annum
23 Jul 2017
22 Aug 2017
Contract Type
Full Time
Hardware and Warranty Support Analyst
Location: St Albans
Hours of Work: 9am - 530pm
Salary: GBP15,000 - GBP20,000 DOE

Job Description

Main purpose:
This post is an essential role in responding to customers queries Hardware and Warranty queries in a timely and professional manner and providing a single point of contact and ownership. This ownership will include a comprehensive communication process with all stakeholders through to an effective resolution agreed with the customer.

The dynamics of the team will be to work across the many areas of the Sales and Contract Support teams and operate the processes that weave together these capabilities. Also working closely with the Hardware Technical Lead to develop their knowledge. This will ensure a robust, cost effective and high quality service to both external and internal customers in regards to their Hardware and Warranty contracts.

Reports to:
Hardware Support Team Leader (Direct Report)

Key relationships with:
The role is critical and has integration across the business, working closely with Customers, Sales Teams, PMO, Field Services, Helpdesk Services and Projects Teams

Key accountabilities: -

The following functions will be delivered as effectively as possible:
· Communication
o Liaison with customers, manufacturers, 3rd parties and partners including query resolution
o Incident management to ensure progression to satisfactory conclusion
o Complaint or dispute resolution
o Engineer management and query resolution
o Incident escalation to management
o Meter reading co-ordination

· Management of Repair Process
o Scheduling repair on automated systems
o Co-ordination of collection service where appropriate
o Receipting of repairs on to automated system
o Despatching completed repairs
o Co-ordination of field engineering to achieve contractual obligations (SLAS)

· Parts Management and logistics
o Part identification where part numbers havent been specified
o Ordering of warranty parts via manufacturer systems
o Co-ordination and return of defective warranty parts within strict SLAs
o Ordering of chargeable parts
o Management of chargeable repairs - quotations
o Stock control routines/audits with engineers and customers.
o Shipment of parts to engineers and direct to customer sites

· Labour Claims
o Management, identification and processing of outstanding labour claims

· 3rd Party/Partner engagement
o Co-ordination or resource or activity
o Query resolution relating to 3rd party engagement
o Purchase order management
o Invoicing management

· Scheduling
o Scheduling of engineer activity and job bookings
o Scheduling of return to base (RTB) repair activity
o Scheduling of configuration activity

· Customer and Asset Management
o Maintenance of asset database
o Maintenance of customer records

Further Accountabilities: -

· Ownership of individual performance.
· Support team colleagues in achieving their targets
· Deliver a right first time quality culture.
· To lead by example
· To work with commercial teams to ensure contract deliverables are understood, deliverable and structured appropriately.
· Regular activity reporting and analysis.
Competencies and Experience
· Experience of customer facing operations.
· Experience of delivering support services
· Experience of working in Security conscious environments
· Experience in working to strict deadlines and targets
· Experience of Contract management
· Experience with multiple Suppliers, Manufacturers and Vendors
· Experience of working within Service Level Agreements and KPIs

Characteristics and Behaviours
Articulate - an excellent communicator.
Positive - can do attitude with high energy and confidence.
Excellent customer focus.
Can follow clear instructions.
Remains calm under pressure.
Works well in both a Team environment and as an individual.
Appreciates both External and Internal customers
Enthusiastic to develop their knowledge and abilities
Is keen to support colleagues from other teams


This is a broad description of this position, but is not intended to be a complete list of tasks and responsibilities. Neither should this be taken as part of any contract including the Job Holders contract of employment. Early objectives should be proposed and agreed within the first month on the job. In addition to the above duties the Job Holder is required to carry out any task reasonably asked of him/her from time to time. This will include clerical duties