What are the responsibilities and job description for the Customer Care Technical Support Specialist position at Electrolux Professional Group?
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Customer Care Technical Support Specialist
ABOUT THE JOB:
This role is responsible for supporting Electrolux Professional customers, both internal and external, for all Electrolux Professional product lines and brands. Ensuring a positive experience through knowledgeable technical support along with identifying service sales opportunities are key to this position.
ABOUT YOUR TASKS:
- Furnish technical assistance to customers, sales, and consultants to include, but not be limited to: trouble shooting, field installation, supervision of start-ups and equipment recommendations.
- Clear concise documentation of interactions in Global Warranty system.
- Monitor and track data into department CRM and handle requests in a timely manner.
- Conduct Customer Campaigns to handle rollouts of key product lines.
- Identify, communicate, and follow up on post-sales revenue opportunities.
- Interact with Sales, Customer Service, Reps, Dealers, Customers, and Authorized Service Agents to ensure complete and timely resolution of concerns.
- Triage calls/emails to ensure most effective resolution.
- Ownership of key accounts as assigned.
- Adhering to all company policies and procedures.
- Maintaining excellent communications with all stakeholders.
- Maintaining the company’s reputation through the exercise of sound, ethical business practices.
- Other duties as assigned by manager.
REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES:
- Refrigeration and/or electrical knowledge is preferred.
- Ability to read and interpret documents such as exploded parts diagrams, schematics, wiring, and plumbing diagrams.
- Excellent written communication skills.
- Ability to speak effectively with customers and company employees.
- Ability to solve practical problems in dynamic situations.
- Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
- Strong organizational skills with attention to detail.
ABOUT YOU:
- 2 years’ experience in either remote technical support or field service support preferred
- Experience with restaurant equipment service strongly preferred
- Proficiency with Microsoft Office
WORK ENVIRONMENT:
- While performing the duties of this job, the employee is regularly required to use hands to operate computer keyboard and telephone. The employee frequently is required to walk and sit. The employee is occasionally required to stand. The employee must occasionally lift and/or move up to 50 lbs (22kg) alone, up to 100 lbs (45kg) with assistance. Specific vision abilities required by this job include close vision and ability to adjust focus.
TRAVEL REQUIREMENTS:
- Minimal travel may be required (<10%).
REQUIRED COMPETENCES:
- Customer Obsessed - you are focused on delivering value to the customers, both internal and external
- Trustworthy – you are accountable and deliver on your commitments. You welcome healthy debates and honest conversations. You are honest - especially about your mistakes and learn from your setbacks. You collaborate and enable others to deliver.
- Bold - You take action to deliver better outcome. You seek diversity and inclusion by actively pursuing diverse perspectives and creating an inclusive environment. You bring new ideas to the table and take risks with confidence, supporting courageous decision-making that inspires progress and growth.
- Sustainable – You consider the growth and development of our people to be as important as preserving our environment and take decisions that reflect our effort to build a better future. You always act ethically.
ABOUT OUR BENEFITS:
- Fair compensation and benefits package in line with the market
- Flexible hybrid workplaces that include remote and in-office roles
- Room to express your potential, develop and strengthen your competences
- Continuous learning opportunities
- Diversified, multi-cultural environment
About the Electrolux Professional Group
The Electrolux Professional Group is one of the leading global providers of food service, beverage, and laundry for professional users. Our innovative products and worldwide service network make our customers’ work-life easier, more profitable – and truly sustainable every day. Our solutions and products are manufactured in 13 plants in eight countries and sold in over 110 countries. In 2023, the Electrolux Professional Group had global sales of SEK 12bn and approximately 4,300 employees. Electrolux Professional’s B-shares are listed at Nasdaq Stockholm. For more information, visit https://www.electroluxprofessionalgroup.com
