We are currently seeking a Field Operation Specialist to join our After Sales & Services Dept. at CAREL HQs in Brugine (Padova).
ROLE GOAL:
Guaranteeing the capability of CAREL organization of providing a high quality and effective support to the defined geographical operations in Field area.
Reports to Field Operations Manager.
MAIN RESPONSIBILITIES AND ACTIVITIES:
1. Perform the activities of first level of escalation from customers.
2. Take care about:
* Accuracy and precision of care of customers having as KPI the speediness and level of satisfaction of such a kind of service.
* Tools, software, methods and way to work to simplify the contact with the customers and the resolutions of their problems and the alignment with the Sales Area Manager.
* Escalate if necessary to the second level of analysis of a TT.
* Manage a certain level of expenses on main customers’ requests having responsibility of the warranties and payments of external technical assistances.
* Involve customers in new services offering it under a certain level of value or complexity.
* Analyze data from process-monitoring tools (as the “TT Helpdesk system” or “Contact Center” system), in order to provide summarized (e.g. Pareto analysis) and valuable information to the Area Manager of the Sales dept.
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