Current Vacancies

Technical Support Engineer

Job Description

Job Title: Technical Support Engineer
Reporting to: Managing Director


Overview

Working within our team offering 1st line technical support to a customer network of AV Integrators and Custom Installers. Products categories include: control system, lighting control, audio/video switching and networking.


Key Responsibilities

• Technical Support
o Take in-coming support calls from customers in the UK and across Europe
o Apply troubleshooting techniques with customers facing issues
o Remote desktop support with customers where required
o Provide Technical advice to customers searching for solutions
o Ensure we provide the best possible support service
o Escalate issues to vendors where necessary
o Document common issues for support desk knowledgebase
o Replace faulty products following our ‘Advanced Replacement’ procedure
o Arrange repairs in-house or with vendors
o Test new software, products and solutions
o Register new Return Merchandise Authorisations for customers
o Apply for Return Merchandise Authorisations with vendors

• CRM Software Administration
o Find, check or update customer details
o Keep returns record up to date for support, logistics and accounts departments
o Handle pricing and stock level enquiries for customers
o Add Sales Orders for replacement products
o Arrange local and international shipping


Essential Skills:

• Experience providing 1st line technical support
• Experience with a networking product range or Home Automation control system
• IT or AV qualifications
• Great communication skills
• Work within a small team
• Must have own car


Non essential skills but great to have:

• Knowledge and experience of SAP
• Advanced knowledge of AV product technical specifications
• Ability to use programming languages to solve problems
• Experience with Photoshop for user interface development
• AV Rack building
• XML Editing


Behavioural

• Ensure that you behave in a professional and respectful manner on all occasions
• Dress appropriately for your position (as per dress code)

Closing Date: 30th November 2018

The Company:
RGB is a technical, audio visual (AV) distributor, representing a select group of well-known manufacturers, many exclusively. We distribute our products to AV dealers/installers, Rental & Staging companies and Residential Custom installers throughout the UK< Eire & Europe and have done so since 1991.

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Internal Sales Executive

Job title: Internal Sales Executive (with a view to moving into a Field Role within 12-18 months)

Reporting to: Sales Director

Key responsibilities and accountabilities:


Core role

• Target and reporting:

o Achieve monthly product/account sales targets as set by the company
o Provide monthly sales forecast to the company
o Maintain pipeline/forecasting spreadsheets

• Pro-active calls:

o Existing customers:
 Overview of targeted products
 Notify of new products, product developments, relevant events and activities
 Assess and generate interest in all targeted product lines
 Book appointments for Field Sales Executives
 Achieve pro-active call target as agreed

o New customers:
 General fact finding about dealer
 Overview of all RGB products
 Where applicable book appointment for Field Sales Executives

• Loans:

o Follow up equipment loans to gain feedback and establish sales opportunities

• Answering the phone:

 Ensure the phone is answered in the correct way within 3 rings
 Transfer to appropriate department
 Taking message: Email full details to recipient

• Quotes, Price and Availability:

o Answer enquiries with regard to stock and pricing
 Raise quote on SAP and email to customer where appropriate
 Send Terms and Conditions of Sale with all SOA

• Training

o Inform dealers of RGB training
o Encourage dealers to attend targeted product training

• SAP

o Keep SAP updated with all dealer communication


• Communication:

o Liaise with sales, technical and logistics where necessary

• Loans:
o Process loan applications
o Chase back overdue equipment

• Cover for the Internal Sales Administrator

o Holiday cover where appropriate


Misc

• Behavioural

o Ensure that you behave in a professional and respectful manner on all occasions
o Dress appropriately for your position (as per dress code)

Apply now