Service Engineer
Il y a 6 mois
Overview:
The Service Engineer is responsible for providing proactive customer service and remote technical support for complex problems with a product or its installation. Supporting product managers and senior engineers on product escalations, whilst directly responsible for achieving key personal performance goals for service revenue, order delivery, customer satisfaction and inventory control.
**Responsibilities**:
- Provide proactive remote customer service and communications to customers, distributors, and internal personnel.
- Routinely complete reactive remote troubleshooting to software and hardware of all Rain Bird product categories via chat, mail and/or phone.
- Participate in global 24-hour support program.
- Track, report, and follow up on product and technical issues using established escalation processes.
- Assist or coordinate a robust order delivery completion, providing summary of work to the Service Management.
- As requested, be responsible for improvement projects to ensure successful implementation and/or utilization of digital systems for customer management and service delivery.
- Complete regular actions to drive on time service plan renewals.
- Support ‘for fee services’ aimed at enhancing customer experience with Rain Bird products, to Include database migration, flow management, mapping, agronomic consultation, and service solution hardware preparation.
- Prepare and conduct training both remotely and in a classroom environment.
- Manage service vendors and 3rd party service providers to ensure correct levels of service are delivered and in timely manner.
Qualifications:
**MINIMUM QUALIFICATIONS**:
- Degree in Engineering, Agronomy, or technical field (or equivalent experience) plus 3 years relevant experience
- Good verbal and written communication skills in multiple languages
- Help desk experience.
- Strong wireless and mobile network troubleshooting skills
- Enjoys problem solving and is a skilled critical thinker.
- Customer Service excellence
- Process oriented with attention to detail.
- Ability to work closely with co-located and remotely located colleagues.
- Willingness to travel up to 25% of the time.
**DESIRED QUALIFICATIONS**:
- Excellent verbal and written communication skills in multiple languages
- Software or script development skills
- Strong international business acumen and/or a tertiary business qualification
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