ICS Cool Energy Ltd - Technical Deployer

The Technical Deployer plays a crucial role in enhancing customer experience and driving sales opportunities whilst providing exceptional customer service and technical support and is a national role in the UK. This position requires a blend of technical field based or sales knowledge, customer service expertise, and strong communication skills to effectively support both customers and internal teams. The role also involves continuous process improvement and collaboration with cross-functional teams to maximize sales potential and productivity.

Key Responsibilities:

Customer and Technical:

·         Proactive Planning and Allocation: Efficiently plan and allocate technicians to customer site visits based on their skill sets, project work, installations, decommissioning and breakdowns subject to the service or hire business assigned to.

·         A proactive approach to dealing with high volume workload across the UK to meet the needs of the customer whilst providing technical support to technicians.

·         Ensure work orders are processed timely, to technicians for the needs of the customer.

·         Attend when required customer sites to carry out technical work or support technicians on customer jobs.

·         Build and maintain strong relationships with customers, acting as a trusted point of contact.

·         Collaboration with Hire, Sales, and Operations Team: Establish strong communication channels to share key customer insights.

·         Customer Relationship Management: Foster strong relationships with customers through exceptional customer service.

·         On request the ability to diagnose system problems when installing, servicing products and equipment on assigned projects and may be required to be on customer site visits.

Internal Controls and Administration:

·         Establish and maintain strong communication channels with the sales, hire, marketing, operations and Backoffice teams.

·         Proven experience in service or field-based technician role will be an advantage.

·         Excellent interpersonal skills, with the ability to motivate technicians to deliver customer experiences

·         Effective communication skills

·         Analytical thinking and problem-solving abilities.

·         Proficiency in using, Apps, diagnostic software, and MS Office Suite.

·         Identify areas for improvement in capturing sales opportunities during customer care interactions.

·         Conduct qualitative and quantitative analysis of customer care interactions to measure the effectiveness of probing techniques and identify opportunities for improvement.

·         Ensure accurate transfer of all relevant information for follow-up via the Customer Relationship Management (CRM) systems and other operational systems.

·         Reporting and Analysis: Generate regular reports.

·         Assist service/hire desk teams and customer care teams with administration tasks during peak times.

Skills and Capabilities:

·         Proven technical knowledge as a technician or Sales Engineer adopting quality customer care experience an advantage

·         Customer Service Knowledge: Strong understanding of customer service principles and fulfilment.

·         Excellent interpersonal skills to build and maintain customer relationships.

·         Effective communication and negotiation skills.

·         Strong analytical thinking and problem-solving abilities.

·         Proficiency in using customer service software, CRM systems, and MS Office Suite. Field Service time and attendance Systems are an advantage.

·         Strong people skills with a positive mindset.

·         Ability to work with minimal supervision.

·         Legal Right to Work status Confirmed right to work status for the country of application for the duration of employment

·         UK Driver Licence

·         Able to travel across the UK

·         Health and Safety Knowledge: Knowledge of health and safety regulations

·         F-gas is an advantage

You can look forward to:

·         Competitive salary and benefits including pension, healthcare, life insurance and wellbeing platforms.

·         A fast-paced working environment

·         An excellent working culture and community

·         A structured induction plan with continued learning and development.

·         A key role where you can make a direct contribution to our business.

We offer competitive compensation and comprehensive benefits and programs. We are an equal opportunity employer; all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, pregnancy, age, marital status, disability, status as a protected veteran, or any legally protected status.