BACKGROUND TO THE COMPANY
Avtron is the global leader is power test equipment and specialises in the manufacture of Dynamometers and Load Banks. We are experienced in working with, and satisfying, multi-national organizations, utilities, and government departments, as well as specialist companies involved in mission critical, OEM, service, plant hire and power generation. Customer service always takes top priority. We are always available to talk to our customers, sharing our experience on all aspects of testing and test equipment, both before delivery and at any time in the years to follow. There are no limits, and no detail is too small to warrant our interest and help. Our own purpose-built factory is well equipped with modern computer-aided design and manufacturing facilities. We are enthusiastic, highly skilled and have in place the necessary management and ISO9001 quality systems to ensure that we meet our customers' needs, right first time, on time, every time.
Main Purpose of the Job
The Customer Support Quality & Compliance Lead ensures that customer support operations consistently reflect the company’s commitment to safe, reliable, and high quality solutions. The role is accountable for embedding quality, compliance, and best practice into all customer support activities, in alignment with the organisation’s Quality Management System (QMS), ISO standards, and internal procedures.
Acting as a key interface between Customer Support, Quality, and Engineering, the role ensures that customer interactions, service activities, and complaints are accurately controlled, documented, analysed, and used to drive meaningful improvements in products, processes, and customer experience.
This position plays a critical role in enabling the Customer Support team to transition from a reactive, issue driven function to a structured, data led, and an easily auditable operation. supporting regulatory compliance, continuous improvement, and long term customer confidence in the company’s products and services.
Key Responsibilities
Quality Assurance
- Own and maintain the Customer Support quality framework, aligned to the organisation’s ISO/QMS requirements.
- Ensure support activities comply with documented procedures, including:
- Service call handling
- Complaint logging and escalation
- Corrective and preventive actions
- Perform regular quality reviews of service cases, complaints, and support documentation.
- Ensure that quality issues identified during service activities are correctly logged and escalated to the Quality team.
Complaints, Non Conformance & Corrective Action
- Act as the primary quality contact for customer complaints (product and non product related) within Customer Support.
- Ensure complaints are:
- Clearly defined and classified
- Logged consistently across systems
- Complete root cause corrective action (RCCA) reports using tools such as; 8D problem solving, Fishbone diagrams, 5 whys
- Track corrective actions through to closure and verify effectiveness.
Process Control & Continuous Improvement
- Identify trends and recurring issues using:
- Service call data
- Fault codes and trend analysis
- Customer feedback and complaints
- Work with Support, Engineering, and Quality teams to:
- Reduce repeat issues and rework
- Improve first time fix and resolution quality
- Strengthen documentation and work instructions
- Support the development and standardisation of support processes and templates.
Audit & Compliance Support
- Act as the Customer Support point of contact for:
- Internal audits
- External audits affecting service and support
- Ensure audit evidence is available, accurate, and traceable.
- Support audit findings and improvement actions through to closure.
Skills & Experience
Essential
- Experience in quality, compliance, or operational governance within a technical, engineering, or service environment.
- Working knowledge of ISO aligned Quality Management Systems.
- Experience handling customer complaints, non conformances, and corrective actions.
- Strong attention to detail with the ability to interpret and apply procedures.
- Ability to work across teams and influence without direct authority.
Desirable
- Experience working alongside Customer Support, Field Service, or Engineering teams.
- Familiarity with service management tools such as SAP B1 / SAP FSM.
- Experience analysing service data, fault trends, or customer feedback.
- Exposure to Voice of Customer or customer experience reporting.
Personal Attributes
- Proactive and self motivated, able to work independently
- Takes ownership of tasks from start to finish
- Pragmatic and improvement focused
- Comfortable working with imperfect systems while driving structure
- Professional and calm when handling queries or deadlines.
- Approachable, supportive, and team focused.
General Statement
The duties listed are not set forth for the purposes of limiting the assignment of work. They are not to be construed as a complete list of the many duties normally to be performed under a position title or those to be assigned and performed temporarily outside an employee’s normal line of work.
