ARE YOU THE ONE?
Our National Support Engineer will be based in one of three key core locations in the UK, with the role being a national role to support the demand of in-warranty repairs of Samsung appliances in the white goods arena.
You will be working with some of Samsung’s Approved Service Centre’s (ASC’s) supporting their pending management and KPI’s. The role will consist of repairing in warranty white goods including fridges, washing machines & cooking products.
Flexibility for regular travel and overnight stays will be essential for this role.
WHAT YOU’LL BE UP TO
| KPI MANAGEMENT Deliver a customer experience that ensures a first-time fix solution. Complete repairs to a high standard to minimise recalls and maintain a low Customer Repeat Repair Ratio (CRRR). Consistently drive an outstanding customer experience, measured through Net Promoter Score (NPS) and Customer Satisfaction (CSAT), and collaborate with the ASC to enhance productivity and meet required targets.
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| CUSTOMER JOURNEY Collaborate with Support teams for effective triage and first-time completion, exceed customer expectations with proactive communication, and drive engagement through surveys. Uphold Blue Square values, utilise escalation paths, and represent the brand while showcasing Smart Things and connected living.
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| STAKEHOLDER MANAGEMENT Engaging with diverse stakeholders, including Blue Square peers and leaders, senior Samsung stakeholders, and ASC business owners and support teams. Maintaining professionalism, adapting communication styles, and embodying Blue Square values are essential. |
| REPORTING & COMPLIANCE Work with stakeholders to deliver outcomes, complete safety checks, and adhere to Samsung standards using tools like Sam Tech and HASS. Maintain knowledge through training, use PPE to protect property, complete risk assessments, and clock in and out as required.
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ARE YOU OUR PERFECT PARTNER?
- You’re experienced, with over 2 years in white goods repairs.
- You’re passionate about technology and repairs.
- You’re knowledgeable in electrical and electronic principles and can apply them effectively.
- You’re safety-conscious with a responsible attitude toward health and safety.
- You’re a holder of a full, valid UK driver’s license.
- You’re empathetic, with great customer service skills.
- You’re adaptable to ever-changing working environments.
- You’re an outstanding communicator, capable of working with various stakeholders.
- You’re skilled in reporting, compliance, problem-solving, and organisation.
WHAT YOU CAN EXPECT FROM US
- Competitive Salary: £36,000 - £40,000 Per Annum
- Performance Bonus up to 20%
- Company Car
- Company Sick Pay
- Rewards Portal
- ETHIC Values - Employee of the month: a chance to win a £500 lifestyle voucher!
- Development Opportunities– our teams have historically moved into all manner of other jobs!
WHO ARE WE?
We’re Blue Square. An award-winning, retail marketing agency connecting and engaging audiences with some of the world’s most loved brands. We believe in the power of human touch across the buyer to customer journey to grow sales, increase loyalty and build brand love for our clients. People are at the centre of our success. We go above and beyond to support, develop, and nurture our talented employees to driver personal growth and love what they do.
At the heart of our agency are our ETHIC values – and we’re on a mission to work with individuals who share and believe in them.
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