Gunnebo Entrance Control

Customer Support

• Address and resolve customer inquiries and concerns in a timely and efficient manner via email and telephone
• Build expert, dynamic knowledge of the company’s products and services
• Document and report recurring customer feedback and issues.
• Support colleagues deal with difficult customer situations
• Monitor and manage customer feedback and satisfaction metrics.
• Provide insights based on customer feedback to assist in business decision-making.
• Raise invoices for customers/chase outstanding payments.
• Schedule engineers' workload.
• Process parts requests from engineers.
• Manage customer accounts – build relationships/rapport with these customers
• Liaise with Service Engineers and Customers to process staff vetting requirements.
• Update customer portals with relevant information/documentation
• Fulfil any other reasonable requests as determined by the company, aligning with the role, skills, and experience.
• Meet personal/team qualitative and quantitative targets by explaining the benefits of additional products and services to customers and seizing opportunities to sell
• Ensure that our customers moving from product warranty period to regular operations are introduced to our service offering and its benefits
• Upsell contracts when non-contracted customers reach out to us for service support, as well as support identifying service opportunities from the existing customer base overall
• Ensure that our service opportunities are systematically followed-up
• Guarantee timely service contract renewal, supporting overall customer retention through exceptional customer service and experience

Customer Service Coordinator

Support Engineer

• Provide Sales Engineering support for new opportunities throughout the Sales life cycle
• Provide remote technical support to our partners and customers, occasionally out of hours. This includes installation support, reactive service, and preventative service
• Always ensure good customer relations, maintaining a high standard of appearance and customer focused approach to communications
• Maintain an open mind to all daily challenges, exploring all options to ensure the highest possible first-time-fix rate and limiting the opportunity for repeat calls to an absolute minimum
• Backup and assist the service team and other engineers to ensure most effective delivery of service provision
• Follow customer procedures to ensure efficient job closure
• Provide regular and professional communication with the call desk and management team
• Ensure all job-related documentation and other required administration (e.g. Permits to work, timesheets, expense claims) is completed on-time, including prompt updates to the service ERP management systems
• Maintain currency of knowledge with respect to relevant technology, equipment or working practices required to support the business and its customers
• Occasional travel throughout North America
• Employ a continual improvement approach to your own working practice, always exploring opportunities for continued professional development and making suggestions to management where appropriate
• Ensure that all relevant Health, Safety and Environmental procedures and practices are followed, ensuring that everyone is made aware of their responsibilities in these areas
• As time permits, map our installed base in the field by conducting site walks and taking pictures to support upselling
• A high degree of flexibility, the post-holder is expected to undertake any other duties for the Company within the role holder’s capacity in line with their skills and capabilities, this may include covering other regions.

Technical Support Engineer

Sales

• Assist the Partner Manager by providing pre-sales technical guidance, answering partner inquiries, and clarifying technical specifications of Gunnebo products.
• Collaborate with partners to design customized solutions tailored to client needs, considering technical, operational, and budgetary requirements.
• Prepare technical proposals, presentations, and documentation to support the partner sales process.
• Assist partners with tender submissions by providing accurate technical input and competitive positioning of Gunnebo products.
• Work closely with internal teams (sales, engineering, and product development/factory) to align on partner needs and ensure seamless delivery of solutions.
• Gather feedback from partners and clients to inform product development and improve solutions.
• Provide our partners market segment research information such as list of key companies to approach, main key stakeholders, projects in development. Agree with partners on action plan to proactively approach identified key stakeholders in order to create new leads for our partners
• Help partners understand Gunnebo’s value proposition and equip them with the tools and knowledge to effectively position our solutions in the market.

Customer Service Coordinator

Technical Support Engineer

Pre-Sales Specialist