Aftersales Engineer

A great opportunity has arisen to join a leading manufacturing company who supply to the energy and electrical industry with state-of-the-art products.

Job Description:

• Act as the single point of contact for all customers regarding aftersales and warranty matters.
• Manage the full lifecycle of aftersales and warranty cases, from first notification through to final closure.
• Conduct on-site inspections to diagnose faults, identify root causes, and recommend corrective actions.
• Prepared comprehensive Risk Assessments and Method Statements (RAMS) for all site activities.
• Produce Bills of Material (BOMs) to secure required parts and materials for rectification work.
• Conduct robust root cause analysis (RCA) on all aftersales and warranty issues, ensuring accurate diagnosis and high-quality resolution.
• Work with Engineering, Production, and Quality teams to agree and implement corrective and preventive actions (CAPA).
• Maintain clear, accurate, and timely communication with customers, ensuring expectations are managed professionally.
• Coordinate with the Site Services department to arrange on-site attendance, providing them with clear instructions, documentation, and context.
• Work with the Planning team to ensure aftersales and warranty interventions are scheduled effectively and safely.
• Monitor progress of site works, ensuring timely and high-quality completion.
• Assess warranty claims to determine validity in line with company policy and warranty terms.
• Record and track all aftersales and warranty events, ensuring accurate data capture and full traceability.
• Analyse aftersales and warranty trends to identify recurring issues and improvement opportunities.
• Provide structured feedback to Engineering, Production, and Operational Excellence to support product and process improvements.
• Contribute to continuous improvement activity, including failure mode analysis, design improvements, and service process enhancements.
• Support the Quality Manager with reporting on warranty performance, aftersales performance, customer satisfaction, and recurring root causes.
• Ensure all actions and decisions support the organisation's commitment to quality, compliance, and customer satisfaction.

Beneficial Skills / Qualifications:

• Experience in aftersales/warranty role within a manufacturing environment
• Experience of working with transformers / LV products
• Strong analytical, technical and organisational abilities with a hands-on approach to problem solving.
• Excellent communication skills, with the confidence to liaise effectively with clients and contractors.
• Experience working with ERP / MRP systems (MS Dynamics preferably)
• Flexibility to adapt to change.
• Team player committed to high performance and accountability
• Driving licence
• Ability to work to strict timelines.
• Continuous improvement capabilities.
• Good interpersonal skills with a 'can-do' attitude.

Salary and benefits:

• Salary negotiable dependant on experience
• 37.5 hours per week office based
• 25 days holiday per year plus bank holidays
• Company Profit Share Scheme
• Healthcare cash plan
• Employee Assistance Programme
• Electric Vehicle salary sacrifice scheme
• Pension
• Parking on site