There are jobs – and then there are careers.
Join our team in Melksham, UK and help reshape the world of digital.
Together, we work hard, we help each other and we have fun along the way and we need your help doing it.
Who you will be
A driven and self-motivated individual is required to support a wide variety of complex projects in a rapidly growing LED Manufacturing business. No previous experience of the LED Industry is required, but a technical aptitude is a significant advantage.
You will be a talented multitasker, well organized and good at understanding the “big-picture,” whilst also having a keen eye for detail. A strong communicator, who is able to adjust and correspond equally with team members, the Executive Team and particularly clients across Europe, the US and the Middle East. You will work equally effectively under your own initiative as well as part of a team.
You will live locally to Melksham, with ideally no more than a 30 minute commute as on occasion you will be required to come and take delivery of projects to our facility.
You will have exceptional communication skills both written and verbal and comfortable in high pressured situations.
The scope of the role will be supporting two parts[SD1] of the business. The first will be to support the Delivery Director in the flawless management of the client experience and the administration of our industry leading customer service programme.
What will be involved in this role will be:
Client Management – We pride ourselves on giving our clients the best possible experience from their very first contact with us to the point they have taken delivery of the project. This is where this role will be key. This will involve managing the client satisfaction of the infiLED client base by following up after the delivery and installation of the product to review the experience of the client. This will be through a formal customer satisfaction survey which will be undertaken and the results monitored and fed back into the infiLED quality management process. In addition you will provide marketing support by leveraging the relationships with the client base to ensure he correct level of clients are present at shows.
It is also key to ensure that after every successful installation team our marketing team is engaged to ensensure product images and where possible video captured as well as client testimonials with regards to the infiLED experience.
Monitoring Warranties – infiLED EM has a seamless customer service department, and the level of warranties they provide as standard is very well admired within the industry. These warranties will need to be managed so the client is aware of the start and end date, as well as the terms amongst other things. Upon the warranty approaching its expiry date, the clients will be approached, and offered an additional service level agreement to support their product going forward once out of warranty. The successful candidate will be required to manage this part of the business.
Strong Analysis and Critical Thinking Skills– There is a vast amount of data to be analysed, so it is essential for the candidate to have excellent and proven analytical skills. We monitor trends in sales and performance within the project management lifecycle, and these need to be analysed with the appropriate reports generated and maintained. Once these reports have been produced, new risks and issues could be identified, and as a result, will need to be escalated in a timely fashion.
Quality Management – Monitoring and maintaining the processes and technical documentation for the Project Management and Customer Service functions, ensuring that they are reviewed regularly.
Repairs Administration – infiLED EM offer a full repair service to their clients, so the successful candidate will be responsible for managing this process, under the supervision of the Delivery Director. This process, ensures that each repair is documented, tracked, sent, and returned from the correct repair centre in a timely manner, whilst keeping the client informed throughout.
Excel – Project Management and Customer Support use a great deal of Excel for their day-to-day duties, so it is key that the successful candidate, at the very minimum, has a working knowledge of simple formulas, how to create and maintain Pivot Tables and Look Ups.
The right candidate for infiLED EM International will be able to demonstrate and give multiple examples at interview of the following personal skills:
Multi-Tasking / Time Management – infiLED EM work in a fast-moving environment, where business drivers can change priorities very quickly and, as such the candidate will need to have excellent multi-tasking and time management skills.
Excellent Computer Skills – infiLED EM operate on a cloud-based system, so the successful candidate is required to have the experience of working with the Microsoft Office 365 (Word, Excel, Powerpoint, Teams) and make full use of this in the day-to-day running of the business.
Good Prioritisation Skills – infiLED EM is a fast paced working environment, and as such, in addition to having excellent multi-tasking skills, the successful candidate will also require the ability to manage priorities, escalate if required and most importantly be comfortable admitting when additional support is required.
Excellent Communication Skills – Excellent communication of all types is at the heart of our business. Your written and verbal communication will be professional and articulate. With regards to your verbal communication you should be comfortable with clients and team members alike and not afraid to address situations where conflict may arise.
Team Player – It is essential that the successful candidate is equally comfortable in working as part of a team, as they are with working under their own initiative.