Proactive Service Adviser

Ben Burgess & Co. Ltd
Norwich, Norfolk, UK

Do you have a passion for delivering exceptional customer service and a knack for recognising new business opportunities?

We're looking for a Proactive Service Adviser to redefine and elevate our Aftermarket department. In this critical role, you'll be the unseen hero, proactively managing centralised machine dashboard systems across multiple suppliers and facilitating smooth service operations to achieve complete customer satisfaction. Although the role isn't physically customer-facing, your skills in telephone and electronic communication will help our customers feel supported, valued, and connected.

You'll be part of a collaborative team working closely with outlet service managers and technicians, capitalising on sales opportunities, recommending preventive measures, and offering informed solutions. You'll help not only to uphold our reputation for outstanding service but also contribute to the growth and profitability of the company. Envision yourself as the catalyst, the key component that drives the seamless synergy of our operations while forging stronger bonds with our valued customers.

Your responsibilities as a Proactive Service Adviser will include:

  • Proactively identifying new business opportunities and driving sales from first alert to completion using the John Deere Expert Alert system and Diagnostic Trouble Codes (DTCs).
  • Utilizing the Remote Display Access (RDA) system for pre-work on Expert Alerts and DTCs.
  • Engaging with customers to recommend preventive measures and solutions that enhance their satisfaction and safeguard their investments.
  • Streamlining work scheduling across your Area of Responsibility using our Scheduler tool to ensure efficient job allocations.
  • Leveraging historical servicing data to uncover new Aftermarket sales opportunities.
  • Proactively addressing customer servicing requirements, identifying additional sales prospects.
  • Conducting follow-up communications to upsell recommended products and services.
  • Evaluating all Expert Checks (vehicle health checks) completed by Service Technicians to identify upselling opportunities.
  • Delivering exceptional customer service by handling inbound calls and inquiries, promptly addressing machine-related issues.
  • Collaborating with Service Managers to ensure proper job allocation based on Technician availability and work priority.
  • Upholding our principles of exceptional customer service in all tasks, fostering customer trust and loyalty.

We value candidates who possess:

  • A passion for excellent customer service and a track record of successful customer interaction.
  • An ability to think proactively, identifying opportunities for growth and improvement.
  • Strong technical acumen, with the ability to quickly learn and understand new systems.
  • A knack for sales, spotting opportunities and driving revenue growth. Excellent communication skills, both in person and through digital channels.
  • Strong organizational skills, with an eye for detail and an ability to multitask.
  • A collaborative spirit, ready to work with teams and share knowledge.
  • An appreciation for the John Deere brand and a desire to contribute to its success.
  • Full driving licence.

Joining an inspiring place to work:

Our founder Ben Burgess always believed to be successful in business you needed to look after your people. It’s his founding principles that guides our approach today.

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In addition, you can benefit from a competitive overall package commensurate to the role and wide range of benefits including:

  • Fair pay that is reviewed regularly, details of pay can be found on the application page. You will be rewarded for a job well done, with a bonus relating to individual and depot success.
  • We are transparent and share progress towards this regularly.
  • We will invest in your personal and professional development without the limiting constraints of a training budget.
  • We work hard so having time off is important.
  • We offer enhanced holiday and sick pay schemes.

To apply:

You can apply online by clicking the button to the right or send your CV to HR & Recruitment, Ben Burgess, Europa Way, Norwich, NR1 2EN. Ben Burgess is a Disability Confident Employer, if you require any assistance with your application please email hr@benburgess.co.uk or call us on 01603 628251.