Quality & Aftersales Administrator | Sanbra Fyffe Ltd – Instantor ®

Sanbra Group History

Home to the iconic Instantor® Brand, Sanbra Fyffe are market leaders in the manufacturing, wholesale and distribution of plumbing supplies to the builder’s merchants trade for 90 years. Offering a range of superior plumbing products conforming and certified to the most stringent quality standards. Due to continued growth of the business, we are currently recruiting for the role of Quality & Technical Support Administrator to work as part of our New Product Development (NPD), technical support and quality team within our Heating & Plumbing Division reporting directly to the Quality & NPD Manager.

This is a full-time permanent role based out of our offices in Santry, Dublin.

Duties & Responsibilities:

  • Act as initial point of contact for aftersales support queries from merchants, installers, end-users and sales team
  • Prescreen requests for technical/aftersales support, capturing all relevant caller information
  • Scheduling of aftersales service team to ensure customers are given the best available solutions in a timely manner
  • Using Workpal, schedule aftersales service calls with internal and contracted technical service agents, escalating if required
  • Work with sales team to manage and schedule product training and breakfast mornings
  • Schedule internal product testing with technical team and follow up to completion
  • Manage jobs through to completion
  • Record warranties registered by consumers on company websites to Workpal
  • Manage and schedule press tool repairs / calibration through to completion
  • Schedule and facilitate lab visits ensuring appropriate PPE is available and lab is prepared for visitors
  • Work with Stock Controller to ensure sufficient spare parts are maintained and available as needed
  • Manage jobs assigned to contracted technical service agents (TSA’s) through to completion
  • Assist Quality Manager with preparation for NSAI audits – ISO 9001, ISO 14001, ISO 17025, EN 1254-2, EN 21003
  • Manage product specification spreadsheets provided by tech team and sending relevant ones to customers and sales team on request, ensuring current versions are used across all platforms
  • Liaise with Quality Manager on all product quality issues to ensure that all customer feedback is taken on board in the production process
  • 2 years’ experience in a similar role with a proven ability to deliver excellent communication & customer service standards
  • Professional telephone manner
  • Highly organised and have an excellent eye for detail and accuracy
  • Good computer skills. (Working knowledge of all Microsoft Office packages)
  • Excellent communication skills, both written and verbal and be a good listener
  • Have a proven ability to analyse and solve problems in a prompt, efficient and calm manner
  • Be a team player but also possess the ability to work on their own initiative
  • Knowledge of Workpal / Salesforce an advantage however full training will be provided

Benefits package:

  • Salary negotiable DOE
  • Free on-site parking
  • Training & Development, Career progression- The Sanbra Group are happy to invest in our people to help them to progress within their role and within the Group
  • Employee Assistance Programme- Access to the EAP for yourself, partner / spouse and any direct dependents over the age of 16 years still living at home.

Send your CV to careers@sanbragroup.com.