Overview

We are seeking a proactive, technically adept leader to spearhead our aftersales operations and technical support function. In this pivotal role, you will bridge the gap between complex problem-solving and world-class customer service, ensuring every V-TUF product user receives expert guidance and efficient resolution.

Schedule: Monday-Friday; 8:00 AM - 5:00 PM UK Time with 1 hour unpaid break

Responsibilities

Aftersales Service Management

• Take ownership of all aftersales service processes from enquiry through to resolution
• Manage service requests, repairs, returns and warranty claims
• Ensure timely and professional handling of customer issues
• Develop and improve aftersales workflows, processes and systems

Technical Support

• Provide expert technical support on V-TUF products to customers and internal teams
• Diagnose faults and advise on solutions, repairs or replacements
• Build and maintain strong product knowledge across the full product range
• Support training of internal teams on product usage and troubleshooting

Customer Experience & Issue Resolution

• Act as escalation point for complex customer issues
• Ensure clear, proactive communication with customers throughout the resolution process
• Minimise downtime and disruption for customers
• Maintain a high level of customer satisfaction and retention

Service Network & Supplier Coordination

• Manage relationships with service partners, engineers and repair centres
• Coordinate spare parts, returns and repair logistics
• Work with suppliers to resolve product faults and quality issues
• Monitor service performance and implement improvements

Warranty, Returns & Compliance

• Oversee warranty policies, claims validation and approvals
• Ensure compliance with company policies and consumer regulations
• Track product issues and identify trends for quality improvement

Data, Reporting & Continuous Improvement

• Monitor and report on service KPIs including response time, resolution time and repeat issues
• Analyse failure trends and provide feedback to product and operations teams
• Drive continuous improvement in product reliability and service efficiency
• Maintain accurate records within CRM/ERP systems

Cross-Functional Collaboration

• Work closely with Sales, Operations, Product and Supply Chain teams
• Provide feedback on product performance, common faults and customer needs
• Support product development and quality improvement initiatives

Requirements

Essential

• Proven experience in aftersales service, technical support or service management
• Strong technical understanding of mechanical/electrical equipment (or similar products)
• Excellent problem-solving and diagnostic skills
• Strong customer service and communication skills
• Experience managing service processes, warranties and repairs
• Ability to manage multiple issues and priorities effectively
• Confident use of CRM/ERP systems

Desirable

• Experience in pressure washers, cleaning equipment or similar industries
• Experience managing service teams or external repair networks
• Understanding of compliance, warranty frameworks and product quality processes
• Engineering or technical qualification

Independent Contractor Perks

• Permanent work from home
• Immediate hiring
• Performance-based bonus
• Ownership of aftersales and technical support function
• Health Insurance for eligible locations

Note

Please click the Apply button to complete your application, including the assessment questions, technical check, and voice recording. Your hourly pay rate will be established based on your performance in the application process; submissions with all requirements fulfilled will receive priority review.