Customer Quality Engineer

Glasgow, Scotland, United Kingdom

Job Title: Customer Quality Engineer

Location: Glasgow (Hybrid)

Job Type: Full Time, Permanent

Who we are:

At Safehinge Primera we have a clear purpose.

Together we design for good.

We help protect people through vulnerable times.

We’re no start-up. We are an established, profitable, market-leader, supplying into 70% of NHS Trusts with the business growing quickly in the UK, USA and Australia. We are three times winner of the Design in Mental Health - Best Product award.

We envisage, design and deliver innovative products, which dramatically improve people’s lives in challenging buildings such as schools, hospitals and mental health facilities. Our designs make a positive difference.

We’ve got a track record of success designing and delivering best in class products that improve lives. We have grown significantly in the last three years and our aim is to reach £30m of global revenue in the next three years and increase our impact; through profitable growth we can help more people through vulnerable times.

Since launching just 10 years ago we have grown significantly both financially and operationally and now deliver our products in three continents. Growth is a continuing feature within our business, powered by our purpose to increase our impact; through profitable growth we can help more people through vulnerable times.

We are a fast-growing company who continually set the bar high for ourselves. We’re committed to continuously raising the standard of the sectors in which we operate. Importantly we do this together, as a team.

How you will make an impact

This is a key position to ensure good customer outcomes first time and support Safehinge Primera in meeting our ambitious growth plans. We are looking for a high-impact individual capable and comfortable working in a fast-growing SME where a culture of collaboration and teamwork is more important than the title. You will support the customer to ensure ongoing quality excellence and act as the internal voice of the customer.

What you'll do

To provide a first point of contact for the customer about quality-related issues, by performing triage and actioning incoming customer tickets and dealing with related calls and emails. Collect all available data to enable root cause analysis and provide containment action to resolve the customers' issue in as timely a manner as possible. Utilise a hierarchical approach to minimise the customers' downtime and cost. Manage and maintain local partners to assist in problem resolution. Utilise KPIs to grow our customer support system and continually improve the service and response we provide our customers. Coordinate other customer needs regarding Customer Care, including training requests and planned SLA maintenance visits.

This is a full-time position with the possibility of light travel.

Your main responsibilities will be:

Internal voice of the customer

● First port of call for customer engagement regarding product or service issues. Own the customer helpdesk from initial enquiry, through triage, resolution, customer satisfaction and KPI

● Gather data on all customer issues to allow root-cause analysis

● Meet and discuss with Customers current performance and effectiveness of service

● Use remote support, where available, to contain and action root causes when easily identifiable

● Establish and maintain local partners to further enhance remote support success and minimise customer downtime and inconvenience

● Arrange on-site Corrective and Preventative Actions (CAPA) with the Localised Team where remote support cannot resolve.

● Develop reports and KPIs for customer quality metrics, defect trends and customer satisfaction

● Create a customer complaint database (FAQ) for common issues and non-fault issues to allow cross-training and rapid response within the wider team

● Coordinate planned preventative maintenance and training for SLA customers

Product technical expert

● Learn and fully understand all aspects of our products, processes and procedures - Know exactly what “good” is

● Largely self-sufficient and hence efficient in resolving customer issues and downtime

● Provide technical support to all internal departments to maintain and improve product quality

● Advise at Engineering Change Notifications and Deviation meetings on any impact and consideration from a customer quality perspective

What you’ll bring

At Safehinge Primera we look for people who will add to our organisation and align with our Purpose and Values. Your experience, skills and competencies will include:

● Proven, relevant professional and technical experience/qualifications in customer/technical support function

● Proven work experience in leading ticket and incident management and managing service requests

● Excellent troubleshooting and problem-solving skills

● Excellent people and influencing skills through effective collaboration and leadership

● Can see things from our customer’s perspective, understand their challenges; using data and questioning techniques to solve their problems

● Strong stakeholder management skills based on high levels of emotional intelligence and excellent communication skills

● Excellent organisation and prioritisation skills with the ability to successfully manage a busy and diverse workload

● Knowledge of quality management systems

● Understanding of cost and financial impacts

● Understanding of risk and ability to compile risk analysis reports

● Analytical and negotiation skills

● Passion for continuous improvement

● Excellent IT and systems skills (we use Odoo, MS Office, Google Workspace and Hubspot).

Preferred Qualifications

● ITIL-level support and certification

● Previous experience in a service environment

What we’ll offer

● Competitive salary

● Discretionary profit share

● Annual leave increases with length of service with option to buy additional holidays

● Cycle to Work Scheme/Electric Vehicle Scheme

● Discount gift cards

● Peer recognition programme

● Working hours for this role are Monday – Friday, 8.30am until 5.00pm (flexible working arrangements are available)

If you think you've got the passion and skills to help us achieve our vision of serving the mental health sector with the world’s best products and services, then we’d love to hear from you!

Salary: Up to £30,000 DOE