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Product Support Specialist - Coach & Bus Industry
- Fully Remote/Home-Based
- Flexible Hours
- Full Product Training Provided
Are you experienced in the coach and bus industry and confident speaking to drivers and operators over the phone?
Do you have the ability and confidence to learn about a product and understand how it works?
We are looking for a Product Support Specialist to join our client's team, providing first-class product support to coach and bus operators across the UK.
This is a fully remote, home-based role where you will become an expert on our product and support customers with their day-to-day queries, helping them get the most from the system.
The Role
You will be the first point of contact for coach and bus operators who need help using the product.
You'll listen to their problems, understand what they are trying to achieve, and guide them towards the right solution.
You do not need to be an expert from day one - full training on the product will be provided.
What we do need is someone who is confident in their ability to learn the product, understand how it works and explain it clearly to customers.
The device is pretty plug-and-play, so there are only three areas of support required:
- Helping customers through the device menu
- Helping customers use the web interface to program it
- Troubleshooting connections with PA systems (Bluetooth pairing)
What We're Looking For - Industry experience is key.
We are particularly interested in people who have worked within the coach and bus sector and understand how the industry operates.
You may have experience as a:
- Bus or coach driver
- Transport/operations controller
- Route planner
- Transport manager
- Fleet or operations coordinator
- Coach or bus operator
- Customer support professional within the transport industry
- Someone who has worked with transport, scheduling or route-planning systems
Most importantly, you will understand the real-world challenges faced by coach and bus operators and drivers, particularly around route planning, journeys and day-to-day operations.
You will need to be:
- Confident on the phone and comfortable speaking to customers throughout the day.
- A strong communicator who can explain things clearly and patiently.
- Comfortable learning new technology
- A good problem solver with a logical approach.
- Customer-focused and able to remain calm when dealing with someone who is experiencing a problem.
- Self-motivated and comfortable working independently from home.
- Flexible with your working hours, including a willingness to work bank holidays where required.
- Organised and able to manage multiple customer queries effectively.
Don't Have a Technical Support Background?
That's absolutely fine.
It is your coach and bus industry knowledge that we are after
Full training on the product will be provided.
What we cannot teach as easily is an understanding of the coach and bus industry.
You should already understand the environment the customers work in, the pressures they face and the practical challenges that can arise.
If you have the industry knowledge, are confident speaking to people, and genuinely believe you can learn and master a new product, we'd like to hear from you.
What We Offer
- Fully remote, home-based position
- Full training on the product
- A role where your coach and bus industry experience is genuinely valued
- Flexible working arrangements
- The opportunity to work with an innovative product supporting operators across the transport sector
At KHR, we take care to ensure that you are represented as well as possible, so it is worth checking your CV for layout, spelling and grammar as well as making sure it is up to date before you submit.
If you feel you need to highlight particular qualifications, skills or relevant experience with regard to a specific role, then please add a cover letter or a preface page.
This does not need to be formatted in the same manner.
In addition, if your CV is heavy with graphics, etc, please could you also submit a "clean" copy in Word.
Thank you.
Knowledge House Resourcing Ltd is acting as an Employment Agency in relation to this vacancy.
KHR - Recruitment Specialists is a trading name of Knowledge House Resourcing Ltd.
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Start: .
Duration: .
Salary / Rate: £82k per year + bonus
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JOB DESCRIPTION
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Benefits:
Base Salary + Annual Bonus
Eligible for overtime
401K
Pension
Health Insurance
Paid time-off
Company Vehicle
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Complete the Daily Hazard Analysis form and submit to the Supervisors as applicable
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This includes but is not limited to communication with:
Sales Rep on weekly/daily schedule
WTI crew members to discuss scope of work and daily tasks
The customer pre-arrival, at arrival and at completion of the day's work
WTI Supervisor on schedule changes, project, and crew updates, etc.
Efficient project management will include managing crew start and end times and production rates, ensuring tools and materials are available to complete the assigned project safely and efficiently, and completing the project per the scope or work or specification.
The WTI Foreman will complete an end of day and/or end of project walk through to ensure quality repairs and address any items prior to leaving the job site.
Before and after pictures will be sent to the Sales Rep and information will be sent daily on project status.
These items will include, detailed work performed updates, materials consumed, and supplies purchases are all recording daily.
Ensure that all WTI Field Reps will have a professional appearance and customer interaction while completing services for a customer.
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Per pricing procedures review each field service project over $5,000 for pricing accuracy.
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Manage, monitor, and document performance of Field Resource Reps and take appropriate steps or corrective measures to resolve employee and work-related issues.
Consult with WTI Field Resource Supervisor and Human Resources as needed.
Perform any other duty and/or project as required or assigned by the WTI Supervisor and/or Regional Manager.
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