Careers at Viridian Solar

Recruitment

Product Support Manager

Salary: 35k-42.5k depending on qualifications & experience, company car

Reporting To: Operations Director.

Location: Papworth, Cambridge.

Viridian Solar is a market leader for roof-integrated solar panels in the UK with recent success in opening new opportunities in Europe. Our aesthetic in-roof solar panels are now commonplace on new homes. Viridian Solar is fast-growing company with exciting times ahead.

Your role is customer facing and covers a wide range of activities. You will be responsible for ensuring that our customers receive the highest level of service, ranging from investigating and solving problems, which may be complex and involve many interested parties, to ensuring minor delivery errors and faults are corrected promptly. There will also be times that you work with the order fulfilment team ensuring delivery of goods is optimised, and with the R&D team to offer improvements to our products.

Based both in the office, and on the road, you will visit customers at construction sites right across the UK and possibly in other European countries. Periodically you will need to train customers on roofing installations, inspect completed jobs, and perform quality inspections of our products. To do this, you will need to be a practical and confident person, with a full driving license. There will be some nights away from home.

Your background may be from outside the solar industry, perhaps in a sales or training role. More important is that you are keen to energetically present our products and the company to our customers and end users or our products in a helpful and positive way as product training will be provided.

You will be responsible for record keeping and reporting on all areas of customer support and have an eye for how we can improve our products or services.


Responsibilities

  • Delivering technical support and product training to our customer base, in writing, by telephone or in person
  • Solving customer complaints or difficulties, providing advice, devising and implementing solutions
  • Monthly reporting of customer support metrics, and accurate record keeping
  • Producing, updating and circulating written information and guidance for our customers
  • Becoming the point of contact for inbound product enquiries, and responding to these quickly whether on the move or in the office

Tasks

  • Providing installer training at the construction site on the roof or on our training rig at Papworth
  • Responding to problems that customers might encounter
  • Handling inbound enquiries through email or telephone
  • Keeping accurate notes of discussions or correspondence with customers
  • Periodically visiting sites where equipment has been installed to review product quality and durability or help customers resolve issues
  • Visiting customers at their premises to perform quality checks on product samples
  • Contacting customers to ensure that we are aware of their future ordering requirements
  • Write, carry out, analyse and report periodic surveys of customer satisfaction

Attributes

  • Practical and hands-on, able to work on at roof height on construction sites
  • Experience in a customer facing-role
  • Must be versatile, articulate and diplomatic
  • Well organised, with great time management
  • Confident, energetic, resourceful
  • Good communicator verbal and written word
  • Computer literate laptop and mobile phone will be provided
  • Approachable, sociable and a reliable team player

Please send your CV with a covering letter to:

Sales Director, Viridian Solar, Atlas Building, 68 Stirling Way, Papworth, Cambs. CB23 3GY

recruit303@viridiansolar.co.uk