Location
South Yorkshire
Salary
£20,000 - £25,000
Date Posted
19 October
Closing Date
30 November
Term
Permanent

Description

About the Role

FourJaw is looking for a Customer Support Executive to engage with customers and integrate the FourJaw platform onto their manufacturing processes. Using a defined process, the Customer Support Executive will be the main point of contact for the customer during their installation. The role will range from understanding the specific needs of the customer to ensuring the product is functioning as intended before customer installation sign off. Thereafter, you will reactively deal with support tickets thereafter.

You’ll communicate with customers regularly and get to understand how their manufacturing operations work, what their ambitions are, and what challenges are holding them back. Having worked previously in a manufacturing environment is advantageous but not essential. Full training and support will be given.

Once the customer is installed, trained and happy the product is operational, you will hand over the account to the Customer Success Team who will continue to support them through their manufacturing improvement journey.

As the voice of the customer, you’ll be a valuable source of feedback to inform product development, marketing and sales – all of which will allow FourJaw to better serve our customers’ want and needs.

Other roles of a similar nature will have the following job titles: Customer Service Representative, Customer Support Manager, Client Integration Specialist,

Why Join FourJaw?

FourJaw is a Venture Capital backed tech start-up, driving step-changes in manufacturing productivity by combining Internet of Things (IoT) sensors on the shop floor with big-data analytics in the cloud.

We believe raising productivity is about much more than just statistics. It is about improving people’s lives and livelihoods; raising aspiration and ambition, and creating a long-term future for our manufacturing industry and the people it supports.

Having spun out the core technology from the Advanced Manufacturing Research Centre, FourJaw has secured sizeable seed investment and is now looking to grow its team with an exciting new strategy to enable rapid growth.

Our Vision

The FourJaw vision is to change the world of manufacturing through technology and innovation.

Our Values

1. Manufacturers come first; everything we do starts and ends with manufacturers in mind

2. Be the best, collectively; we’re here to succeed as a business, as a team and as individuals

3. Change things for the better; boosting productivity will have an impact far beyond the shop floor

About You

With these values in mind, we are looking for someone who is willing to challenge themselves and their comfort zones; get involved with various aspects of the business; constantly learn and improve; be an excellent team player; and above all else, share in our passion to make a positive change in the world of manufacturing!

We are a small but rapidly growing team so get in early, create a big impact within an exciting tech startup, and grow your career with us!

Your Personal Qualities

  • You’ll be personable, friendly, and able to communicate with a range of stakeholders at all levels of a manufacturing business.
  • You’re comfortable with technology and can translate data on a web dashboard into real-world productivity improvements.
  • You’re happy being customer-facing and are able to build and maintain working relationships with customers, mostly remotely but with occasional in-person visits.
  • You will be a resilient and enthusiastic person, comfortable working independently as well as part of a team. You’ll be able to manage your time to deliver a consistent customer experience.
  • You are comfortable working within a small, high-growth organisation, supporting and contributing to the development of the business and its processes.

What You’ll Work On

  • Delivering customer integration to the FourJaw platform, from initial specification review through to training and customer sign-off on the process.
  • Respond to customer queries in a timely and accurate way, via phone, email or chat.
  • Working with the internal sales and support team to ensure a smooth transition through the onboarding process.
  • Communicate with customers about new development features and provide training on these if required.
  • Management of the customer support function, ensuring speedy resolution of any support issues customers are having with their equipment or software functionality.
  • Providing remote support to customers as they install their machine monitoring hardware and have their first engagement with the FourJaw platform.
  • Building up an understanding of FourJaw customers, their challenges and aspirations to inform product development, sales and marketing.
  • Working closely with the software development team to provide technical support to FourJaw customers.
  • Helping customers interpret the manufacturing data on their FourJaw dashboard and using this information to drive continuous improvement in their factories.

Travel

A full clean driving license and the ability to travel occasionally are preferred.

Job Types: Permanent, Full-time

Salary: £20,000.00-£25,000.00 per year

Benefits:

  • Casual dress
  • Cycle to work scheme

Schedule:

  • Monday to Friday

Ability to commute/relocate:

  • Sheffield: reliably commute or plan to relocate before starting work (required)

Education:

  • A-Level or equivalent (preferred)

Experience:

  • Customer Service: 1 year (preferred)

Work Location: Sheffield