Service Co-ordinator - Martin Audio

Service Co-ordinator – Martin AudioTerm: Full-time, PermanentLocation: High WycombeSalary: Dependant on experience + benefitsThe Company:Martin Audio is one of the brands within the Focusrite family. Focusrite plc is a listed audio products Group that develops software / hardware products for the music generation market.The Company enjoys an international reputation for supplying award winning, world class professional loudspeaker systems. It is renowned for integrity in design, technical excellence and longevity of product. Our mission is to create an exceptional sonic experience.The Role:The organisation, processing and administration of customer product returns and service enquiries for four brands within the Audio Reproduction group of Focusrite; Martin Audio, Optimal Audio, TiMax and Outboard.The role also encompasses the physical preparation of items for Service Department shipping and the receipt and logging of product returns.Essential Functions and Major Responsibilities:Responsible for the organisation and processing of product returnsAdministration of returns using ‘Zen Desk’ customer support software and the daily data capture of returns utilising Excel spreadsheetsPreparation and processing of shipping documentation and logistics invoicing for product returnsAdministration of product returns and stock transactions using MRP systems (Access)Close liaison with the Service team within the Engineering department to ensure that both returned items and temporary loan/replacement products are issued in a timely mannerThe processing of service orientated customer spare part orders and enquiriesCalculation and communication of service repair costs to customersRecord and process product returns, service results and capture appropriate data where required.Provide appropriate product support for telephone and email enquiriesSkills and experience required:Strong team player with good interpersonal and communication skillsExcellent customer communication skillsMeticulous attention to detailMethodical and analytic thinkerHighly Organised and process driven.Ability to balance organisational requirements with productive outputConfident experience of Microsoft office and in particular ExcelExperience of customer service software (Zen Desk) is desirableExperience of corporate MRP systems for stock and materials management is also desirableThis role is based at the company head office in High Wycombe on a full-time basis 37.5 hours per week, over the standard working hours of 8.45am to 5.30pm Monday to Thursday, and 8:45am to 4.00pm Fridays with 60 min lunch daily unpaid.Benefits: Life Assurance, Income Protection, Pension, 25 days holiday, Health Cash Plan and Private Healthcare Medical Insurance. Discount on company’s products.

Service Co-ordinator – Martin Audio

Term: Full-time, Permanent

Location: High Wycombe

Salary: Dependant on experience + benefits

The Company:

Martin Audio is one of the brands within the Focusrite family. Focusrite plc is a listed audio products Group that develops software / hardware products for the music generation market.

The Company enjoys an international reputation for supplying award winning, world class professional loudspeaker systems. It is renowned for integrity in design, technical excellence and longevity of product. Our mission is to create an exceptional sonic experience.

The Role:

The organisation, processing and administration of customer product returns and service enquiries for four brands within the Audio Reproduction group of Focusrite; Martin Audio, Optimal Audio, TiMax and Outboard.

The role also encompasses the physical preparation of items for Service Department shipping and the receipt and logging of product returns.

Essential Functions and Major Responsibilities:

• Responsible for the organisation and processing of product returns
• Administration of returns using ‘Zen Desk’ customer support software and the daily data capture of returns utilising Excel spreadsheets
• Preparation and processing of shipping documentation and logistics invoicing for product returns
• Administration of product returns and stock transactions using MRP systems (Access)
• Close liaison with the Service team within the Engineering department to ensure that both returned items and temporary loan/replacement products are issued in a timely manner
• The processing of service orientated customer spare part orders and enquiries
• Calculation and communication of service repair costs to customers
• Record and process product returns, service results and capture appropriate data where required.
• Provide appropriate product support for telephone and email enquiries

Skills and experience required:

• Strong team player with good interpersonal and communication skills
• Excellent customer communication skills
• Meticulous attention to detail
• Methodical and analytic thinker
• Highly Organised and process driven.
• Ability to balance organisational requirements with productive output
• Confident experience of Microsoft office and in particular Excel
• Experience of customer service software (Zen Desk) is desirable
• Experience of corporate MRP systems for stock and materials management is also desirable

This role is based at the company head office in High Wycombe on a full-time basis 37.5 hours per week, over the standard working hours of 8.45am to 5.30pm Monday to Thursday, and 8:45am to 4.00pm Fridays with 60 min lunch daily unpaid.

Benefits: Life Assurance, Income Protection, Pension, 25 days holiday, Health Cash Plan and Private Healthcare Medical Insurance. Discount on company’s products.

Our audio technology brands stand together, seeking to enrich lives through music by removing barriers to creativity. We want to create opportunities for everyone to enjoy making music, from musicians trying to capture their unique sound, to the professionals delivering the greatest shows on earth.The Focusrite Group has an illustrious history with four Queen's Awards for Enterprise among a host of other accolades. We comprise thirteen successful and rapidly growing brands: Focusrite, Focusrite Pro, Martin Audio, ADAM Audio, Novation, Ampify Music, Sequential, Oberheim, Optimal Audio, Linea Research, Sonnox, OutBoard and TiMax. With a high-quality reputation and a rich heritage spanning over four decades, our brands continue to shape the music-making world. Focusrite leads that world in audio interfacing technology – more musicians record through Focusrite than any other brand. The Focusrite Pro team are focussed on the complex needs of the audio professional for whom sound is not just a passion, but a way of life. Martin Audio have been uniting audiences for almost five decades with their awe-inspiring touring and installation loudspeaker systems. Based in Berlin, ADAM Audio are precision innovators in the field of professional monitoring and loudspeaker technology, made famous by their unique ART ribbon tweeter. Novation is obsessed with helping electronic music makers find new ways to produce and perform new music. Born out of that team and based in Tileyard, King's Cross, London, Ampify Music make innovative music-making apps that are highly accessible, yet extendable and deep. Sequential and Oberheim have been a leading force in the resurgent popularity of analogue synthesizers. These instruments are a mainstay of performing and recording artists and can be seen and heard on countless stages and recordings. Optimal Audio offers a streamlined portfolio across controllers, amplifiers and loudspeakers all working seamlessly together, making it easy to select the right product, install and use. Linea Research, based in Letchworth Garden City, designs and manufactures high power amplifiers, networked Digital Signal Processors and system control software for commercial use sound systems. Sonnox in Oxfordshire designs award-winning high quality audio plugins for mixing and mastering. OutBoard offer a range of stage rigging motor controls plus electrical safety test products and TiMax specialise in immersive sound experiences.Music technology is an enriching space to work in, and that’s not about to change. We embrace its evolution, and that means remaining open to new ideas. We enjoy a Group-wide open-door culture, where we can all contribute and everyone is heard as we grow and develop, both as individuals and as a team. We encourage innovation and fresh-thinking and are passionate about the inspirational solutions we create. Behind our success is a tightly knitted, like-minded family of music and audio lovers. We’re always pulling together to try and make a difference; our frequent appearance in ‘The Sunday Times 100 Best Small Companies to Work For’ is testament to this.As an equal opportunity employer, we encourage people to apply regardless of religion, ethnic background, age, disability, nationality, sexual orientation or gender identity. We recognise the diversity shortcomings of our industry and are committed to driving change. Read more about our commitment to diversity and inclusion Equally, we recognise the major impact that climate change is having on our world and work every day towards being industry leaders in a carbon neutral future. You can read our environment policy here

Our audio technology brands stand together, seeking to enrich lives through music by removing barriers to creativity. We want to create opportunities for everyone to enjoy making music, from musicians trying to capture their unique sound, to the professionals delivering the greatest shows on earth.The Focusrite Group has an illustrious history with four Queen's Awards for Enterprise among a host of other accolades. We comprise thirteen successful and rapidly growing brands: Focusrite, Focusrite Pro, Martin Audio, ADAM Audio, Novation, Ampify Music, Sequential, Oberheim, Optimal Audio, Linea Research, Sonnox, OutBoard and TiMax. With a high-quality reputation and a rich heritage spanning over four decades, our brands continue to shape the music-making world.

Focusrite leads that world in audio interfacing technology – more musicians record through Focusrite than any other brand. The Focusrite Pro team are focussed on the complex needs of the audio professional for whom sound is not just a passion, but a way of life. Martin Audio have been uniting audiences for almost five decades with their awe-inspiring touring and installation loudspeaker systems. Based in Berlin, ADAM Audio are precision innovators in the field of professional monitoring and loudspeaker technology, made famous by their unique ART ribbon tweeter. Novation is obsessed with helping electronic music makers find new ways to produce and perform new music. Born out of that team and based in Tileyard, King's Cross, London, Ampify Music make innovative music-making apps that are highly accessible, yet extendable and deep.

Sequential and Oberheim have been a leading force in the resurgent popularity of analogue synthesizers. These instruments are a mainstay of performing and recording artists and can be seen and heard on countless stages and recordings. Optimal Audio offers a streamlined portfolio across controllers, amplifiers and loudspeakers all working seamlessly together, making it easy to select the right product, install and use. Linea Research, based in Letchworth Garden City, designs and manufactures high power amplifiers, networked Digital Signal Processors and system control software for commercial use sound systems. Sonnox in Oxfordshire designs award-winning high quality audio plugins for mixing and mastering. OutBoard offer a range of stage rigging motor controls plus electrical safety test products and TiMax specialise in immersive sound experiences.

Music technology is an enriching space to work in, and that’s not about to change. We embrace its evolution, and that means remaining open to new ideas. We enjoy a Group-wide open-door culture, where we can all contribute and everyone is heard as we grow and develop, both as individuals and as a team. We encourage innovation and fresh-thinking and are passionate about the inspirational solutions we create. Behind our success is a tightly knitted, like-minded family of music and audio lovers. We’re always pulling together to try and make a difference; our frequent appearance in ‘The Sunday Times 100 Best Small Companies to Work For’ is testament to this.

As an equal opportunity employer, we encourage people to apply regardless of religion, ethnic background, age, disability, nationality, sexual orientation or gender identity. We recognise the diversity shortcomings of our industry and are committed to driving change.
Read more about our commitment to diversity and inclusion
Equally, we recognise the major impact that climate change is having on our world and work every day towards being industry leaders in a carbon neutral future. You can read our environment policy here