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Overview
The Associate Service Support 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 customer satisfaction, hotline support, service revenue, order delivery and inventory control.
Responsibilities
* Provide proactive and reactive remote customer service and communications to customers, distributors, and internal personnel.
* Perform remote troubleshooting on Central Control software and hardware via chat, email and/or phone.
* 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.
* Implement projects to drive efficient improvements in service delivery.
* Manage customers 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 hardware preparation.
* Prepare and conduct training both remotely and in a classroom environment.
Qualifications
* Degree in Engineering, Agronomy, IT or another technical field plus 1 + years of relevant experience.
* Native-level proficiency in either German and/or Italian, and an excellent command of English (C2 level or equivalent), both spoken and written. Proficiency in any additional languages will be an asset.
* 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 10% of the time.
Desired Qualifications
* Proficiency in Customer support tools (Ticketing systems, calling platforms, online chats, CRM)
* End-user training experience
* Strong international business acumen and/or a tertiary business qualification
The information collected during the application process will be processed electronically by the Human Relations Department of Rain Bird Europe and Rain Bird Corporation. The data will be accessed by Rain Bird Human Relations personnel located in France and the United States as well as the Rain Bird managers involved in the recruitment process. No data will be communicated outside of Rain Bird. Our applicant data is hosted by iCMS in the United States. iCMS is self harbor certified. If your application is performed through our website and into our iCMS recruiting application, all data marked with an (*) are mandatory and must be completed so that we can process your application. The information that is not marked with an (*) is optional and not answering this information will not affect the outcome of your application. If you are based outside of the United States, please select that you wish not to self-identify for the purpose of EEO statistics. You can access and modify your data by requesting it with Rain Bird Europe Human Relations at the following address (please join a proof of ID): Rain Bird Europe Human Relations BP rue Ampère 13792- Aix-en-Provence.
Seniority level
Entry level
Employment type
Full-time
Job function
Information Technology
Industries
Manufacturing
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Greater Madrid Metropolitan Area 4 months ago
Madrid, Community of Madrid, Spain
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