Service Engineer- Technical Support - Aix-en-Provence - réf. k43253215

Overview:

The Service Engineer- Tech Support 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.
• Perform remote troubleshooting on Central Control software and hardware via chat, email and/or phone.
• Participate in a 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.
• Implement projects to drive efficiency 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.
• Activate Authorized Service Providers and third party vendors to ensure a high level of service is provided to Customers in a timely manner.

Qualifications:

• Degree in Engineering, Agronomy, IT or another technical field plus 3 years of relevant experience.
• Good verbal and written communication skills in multiple languages. A combination of Spanish, French and English languages will be highly regarded.
• 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:

• Other European languages.
• Software or script development skills
• Strong international business acumen and/or a tertiary business qualification

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