TECHNICAL SERVICE ADVISOR, KENWOOD BUSINESS (M/F/X)
Kenwood is a world leader in food preparation technology and a renowned kitchen appliance brand. Our products allow anyone, from novices to professional chefs, to enjoy the thrill of creating their own delicious food and drinks. While our appliances are engineered to stand the test of time, we’re pioneers who continually push the boundaries of technology, always looking for new and easier ways for people to get creative in the kitchen.
How do you make a great brand better?
For Kenwood, the answer is: listen. Innovation is at our core and we use feedback from the field to continually improve and develop our leading edge products.
And that’s where you come in. As a technical service advisor, you’ll share customer and service centre feedback with key stakeholders across Kenwood, while providing technical support to our global aftersales network of subsidiaries and distributors.
Your insight from the field will help us to continually develop the Kenwood product range, informing key stages of product design, acting as a crucial part of our ongoing evolution.
The core purpose of your role is to provide technical support of the Kenwood product portfolio to a global network of subsidiaries, distributors and authorised repairers. You’ll create fault-finding and diagnostic procedures that enable effective servicing and first-time repair. You’ll allocate spare parts, provide supporting technical documentation and design and deliver technical product training to teams across the world. You’ll also support our wider business group with technical spares issues.
You’ll need to assess whether identified issues are a design flaw, customer misuse or quality issue. And you’ll transfer your knowledge to external repair teams using media including technical bulletins, PowerPoint, video, or face to face instruction delivered in the field or remotely. At times English may not the first language of your audience, so it’s down to you to choose the most effective communications media.
Issues could come from any of our international markets, and under normal circumstances you could travel to globally to deliver training.
Your responsibilities include (but are not limited to) the following:
• Technically assessing new products to determine what spare parts need to be made available. Photographing and documenting the parts,
obtaining exploded views and uploading information to a group service website.
• Maintaining Kenwood technical information on our service website and producing service manual information including: specifications;
dismantling instructions; wiring diagrams and troubleshooting information.
• Evaluating products to determine the service information required.
• Designing, producing and delivering technical training courses to help subsidiaries and distributors understand, operate and repair products.
• Travelling to a range of countries as necessary to assist in delivering technical training. Running online courses via Skype, Google Hangout or
• Investigating product quality issues received from subsidiaries and distributors in the form of early warning reports. Logging and processing
these reports and liaising with Quality and other departments to find corrective actions and feed them back to the originator.
• Producing short videos on technical issues that can be used in service and training and uploading them to our service website.
This is a technical role where communication is key. We’re looking for someone with an Electrical/Mechanical Engineering background and education who is skilled at report-writing, comfortable speaking to stakeholders at all levels, and able to own and complete projects. Experience of working in a service environment would be an advantage.
Your technical education could come in the form of a City & Guilds Mechanical/Electrical Engineering Apprenticeship or equivalent relevant experience. But the role could also suit the right engineering graduate or a junior engineer keen to move to a frontline role. Either way, your technical skills and ability to exert influence must be strong.
You’ll need a process-driven, problem-solving approach, with a keen interest in how electrical and mechanical products work and why they fail. You will need to gain a strong understanding of the materials in Kenwood’s products, and their operation, function and disassembly.
You’ll be comfortable working with PowerPoint, Google Docs and exploded diagrams and writing detailed technical instructions. Previous experience training colleagues, creating training materials and presenting insight to stakeholders, is highly desirable. You’ll also need to be able to identify and interrogate consumer feedback trends from across the web.
Under normal circumstances our service team will travel regularly, providing training across the world and travelling to our production facilities in China. You’ll need first class diplomacy, tenacity and some awareness of other cultures, and our mobility means you must be able to work unsupervised.
What’s in it for you?
As well as industry-leading benefits and a competitive package, you’ll have the chance to make a difference to a global brand: this is a rare opportunity to make significant improvements to a major network. Our culture and office environment are outstanding, with heavy investment into learning and development for all staff. Our benefits include:
• Competitive Salary
• Excellent contributory pension
• 25 days holiday + bank holidays
• Superb subsidised restaurant
• Free on-site parking
• Flexible benefits package
• Access to a range of wellbeing activities and events