Job Details

Domestic Appliance Engineer

DAEWB00013
  • £
  • Midlands, UK
  • Permanent

Why join our team?

Our client inspires the world and shapes the future with progressive ideas and technologies. The company is redefining the worlds of TVs, smartphones, wearable devices, tablets, digital appliances, network systems, and memory, system LSI, foundry and LED solutions.

The Customer Experience team in the UK is responsible for all aspects of support across all products across Consumer, Customers and Business. It sits as a key pillar within the overall organisation, along-side Sales, Marketing and Finance locally, whilst forming part of the global Customer Service infrastructure.

This role is to support the CE side of the Service Delivery team, where you will be responsible for creating/sharing Knowledge, driving performance and making quality improvements within the DA product group.


Your Key Responsibilities:

  • Be the go-to person for both Global HQ and European teams to develop standard methodology repair and support processes and distributing to the UK and Irish repair networks, as well as supporting European colleagues.
  • Be the instigator in providing the knowledge in B2C DA, which gives the training team the detail to support and deliver required technical information and training for new product introduction across contact centres, internal departments, authorised service centres and retailers as required.
  • Supporting authorised service centre performance by conducting engineer accompaniments, audits and technical meetings either on-site or at our client’s location. Understanding and sharing standard methodology processes across all touchpoints to improve triage, repair and customer liaison.
  • Working alongside European and Global HQ to develop standard methodology repair and support processes and distributing to the UK and Irish repair networks.
  • Own the implementation of any new tooling derived at HQ across the relevant platform(s). Inclusive of the Testing, training and increased usage.
  • Support the gathering and analysis of quality insight on products to share with the relevant partners in HQ, GBM, European HQ and local teams. This is to be done through IDRI reports at the warehouse, utilising live-streaming and ride along etc.
  • Collection of faulty parts and sharing with factory.
  • Identifying and supporting lower level repair processes to improve cost and being more eco-conscious with our repair practices.
  • Supporting the warehouse QC team, conducting inbound inspections at multiple warehouses (Client & Retailer) to validate condition of new and returned product and issue reporting to HQ.
  • Continuous drive to analyse costs with a view to be more efficient and reduce where possible
  • Supporting the technical team in the sharing of knowledge with the contact centres and online journeys with product information to ensure that best in class support is given.
  • Support in the creation and distribution of the technical content to aid the Field Network, Contact Centre agents and online journey.
  • Technical Bulletins
  • Process hints n Tips for the network and online
  • Video content creation
  • Supporting the Techline with training and gathering and analysing the insight gleaned from the reporting functions to create clear and defined improvement plans
  • Creation of quarterly certification exams and verification of training content created.
  • Working alongside the training team to support and deliver required technical information and training for new product introduction across contact centres, internal departments, authorised service centres and retailers as required.
  • Complete administrative approvals for compliance – Examples: Technical return, multi part use and repeated repair via the approval systems.
  • Collaborate with other areas of the CX and commercial teams to make continuous improvements, whether through ASC visits, Engineer accompaniments, product inspection, event support etc.
  • Other day to day activities that need to be supported in relation to CE Service Delivery activity
  • Deliver the results to target on the main critical metrics:
  • Customer Repeat Repair Ratio (C-RRR)
  • First Time Completion (FTC)
  • Customer Satisfaction (CMI & NPS)
  • Monitor and Manage Failure Cost Ratio (FCR)
  • Excessive Long Term Pending (E-LTP)
  • Technical Bulletin Adherence
  • Reduction in product returns (Technical Returns)
  • Drive the usage of DA tools:
  • Home Appliance Smart Service (HASS)
  • Home Appliance Remote Management (HRM)
  • Visual Support
  • Home Appliance Wizard


What we need for this role

To be successful, you will possess the following skills and attributes:

  • Worked within a large and diverse organisation
  • Soft skills
  • Able to communicate across multiple platforms at a senior level
  • Good interpersonal skills
  • Good attention to detail
  • Self-motivated and able to work with minimum direction
  • Prepared to challenge the Status Quo
  • Able to motivate a team
  • Hard skills/experience required
  • Understanding of DA technology, retail industry and the support industry
  • Equivalent experience
  • Knowledge of Microsoft Office Suite
  • Worked within a multi-cultural environment
  • Energetic and enthusiastic about technology


What does success look like?

Within the first 6 months, it is expected that the successful candidate will be in a position to stand alone in the support of the DA partners from a technical aspect, with a full understanding of the client's expectations and demands. This will be inclusive of the aspects detailed and showing a marked progression in any projects issued.

Wendy Bakewell Client Partnership Manager

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