Job Description

We are looking for someone to join our Service department based in Leeds. Joining our Service Department, you'll play a crucial role in delivering top-tier service and specialist product support to colleagues an audio manufacturer and associated brands. Your key responsibilities include diagnosing and repairing products and testing/updating stock for quality assurance. Your attention to detail and proactive mindset are essential in providing quality service and support for an outstanding customer experience.

Key Responsibilities

• Inspect, diagnose and repair product faults for products within and outside their warranty period, and the company’s products from stock transfers.
• Repair products to component level, where appropriate, using available schematics and service manuals, or coordinating with suppliers where information isn’t readily provided.
• Provide feedback to suppliers on recurring issues where a rolling change in production could prevent further issues in the future.
• Repair products to PCB level, where appropriate, or when specified by the supplier, using available service manuals.
• Deliver timely specialist product support to the Customer Service team to facilitate a high-level of Customer Service, as facilitated by the Service Coordinator.
• Test products to full factory specifications and ensure all features are working as expected, to agreed levels of standard and compliance after repair.
• Provide regular updates to Service Coordinator on Product Repairs, with a full report upon completion of inspection and service to facilitate the smooth processing of approving costs and returning goods to customer.
• Provide part identification support to stakeholders as required.
• Liaise with Product/Brand Management or, where needed, the supplier, to obtain further technical information on a product for repair/support where required.
• Undertake production work for new sales stock where the BOM requires soldering or programming, or has other skilled requirements.
• Perform Quality Assurance on Stock as requested by the Service Manager or Product/Brand Managers, to verify/determine possible faults or batch issues, providing written reports/documentation of the results.
• Perform Firmware updates on Stock as requested by the Service Manager or Product/Brand Managers.
• Assist the Service Coordinator with regular Service Parts stock counts to ensure stocking levels are accurate and sufficient.
• Assist the Service Coordinator with regular Service Centre stock counts to ensure on-hand stock levels are accurate and items can be returned to saleable stock as quickly as possible.
• Maintain a clean and safe working environment at all times.

Knowledge, Skills & Experience Required

Essential

• Audio Equipment Repair experience and/or qualification in Electronic & Electrical Engineering, Audio Engineering or equivalent.
• Experience in using and understanding of digital and analogue audio products
• Good IT skills, including knowledge of spreadsheets and/or databases
• Ability to learn new technologies and software quickly
• Excellent communicator with a high level of interpersonal skills
• Strong customer focus and commitment to providing an outstanding customer experience
• Ability to prioritise multiple tasks, working under pressure to meet deadlines and customer needs
• High level analytical & problem-solving skills
• Understanding of technical schematics and manuals
• Organised & methodical with excellent attention to detail
• Self-motivated with the ability to work as part of a team

Desirable

• Existing knowledge & understanding of Audio products & various distributed brands
• Experience of controlled environment testing & measurement of products

Job Details

Full-time IN THE SERVICE DEPARTMENT – 35 hours per week, Monday to Friday
Competitive salary
Generous discount on products
Sick Pay scheme
Free Parking