Aftersales Specialist

Job Description Summary

Join a dynamic team and play a pivotal role in advancing the Green Energy transition. The Aftersales Specialist ensures smooth and efficient repair and aftersales operations by working closely with global teams and maintaining high-quality data within our CRM and ERP systems. You will directly impact customer satisfaction and product quality, managing Return Material Authorisation (RMA) requests and supporting repair operations at our Stafford centre.

This role offers the opportunity to develop cross-functional expertise while contributing to continuous improvement initiatives. As part of a growing and diverse team, you will help streamline processes, resolve escalations, and support the delivery of high-quality service to GE Vernova's global customer base.

Job Description

Roles and Responsibilities:

• Be the point of contact for our internal customers when escalation or issue resolution is required; owning the customer issue from start to finish to ensure rapid and timely resolution for our global customer base.
• Present a positive and professional image to our customers as ambassadors to GE Vernova.
• Understand the vision of the organisation and align fully with team goals and Key Performance Indicators (KPIs) repair turnound time and on time delivery.
• Identify and establish positive cross-departmental working relationships with key players and stakeholders in the organisation.
• Liaise with global cross-functional teams to manage escalations for RMAs, technical queries and any other points or issues faced.
• Unpacking and Inspection of RMAs upon receipt and booking in via ERP and CRM systems.
• Managing the process and turnaround times third party original equipment manufacturers (OEM) who provide repair services on GE Vernova's behalf.
• Supporting the on-site Repair Technicians with any and all queries related to repair jobs.
• Follow material consumption backflush processes to maintain traceability and accuracy of commodities and components.
• Reviewing financial documents for data accuracy as and when required.
• Analyzing, interpreting and processing repair data to assist in trend analysis for the central quality functions.
• Dispatch of RMAs once work is complete and being the point of contact for follow up queries from our customers.
• Maintain and ensure data quality and continuity in CRM and ERP systems - an eye for detail and identifying trends will be essential for success in this position.
• Raise Purchase requisitions for bespoke repair components when required via SAP ERP system.
• Identify bottlenecks and constraints to drive continuous improvement actions.
• Assist the Stafford Repairs Leader to simplify and optimise operations locally.
• This is an exciting opportunity for career development in a growing company for the right candidate.
• Please be aware the list of roles and responsibilities is not exhaustive and may need to adapt to suit the needs of the business depending on the task at hand.

• GCSE (or equivalent) in English, Mathematics and IT up to grade C/4 OR a good standard of aural and written communication with prior experience in a similar role with a high degree of customer service acumen is essential for this position.
• Exceptional and demonstrated proficiency with Microsoft Office suite to include Excel, Word, Outlook and Teams will be essential for success in this position.
• Demonstrated experience of SAP or other relevant enterprise resource planning (ERP) systems.
• A demonstrated understanding of Lean methodologies & tools (7 wastes, 5S, PDCA, etc).
• Positive mindset and a can-do attitude towards overcoming obstacles or challenges.
• Ability to work on own initiative and to investigate solutions for complex problems is an essential trait for success in this position.
• Industry-relevant experience in grid automation and protection & control disciplines is desired but not essential.
• A working knowledge of Salesforce CRM system would be advantageous but not essential.