Service Bureau Consultant with Italian

In the framework of the Field Service Digital offers development, you will be part of a new Service Bureau organization providing support to 16 countries worldwide. In this role, you will support the customer on the technical issue they are facing with connected offers. By doing so, you will contribute to the improvement of First time fix rate, Mean time to repair, Customer satisfaction, Opportunity generation…

Key Responsibilities:
• Technical Remote support
• Assist customer (or FSR) with software installation)
• Support customer app and account setup and explain how to use it
• Transfer to Product expert when required
• Customer relationship management & business generation
• Check Contract situation in CRM
• Opportunity notification creation in CRM after Lifecycle alarms
• Field service efficiency
• Proactively inform customers about alarm before they happen, when possible
• Continuous improvements
• Assist remote software upgrades and patches with a customer or FSR onsite
• Meet defined service KPI
• Participate in DCIM support community

The value for us is created through contract generation for the premium offer, and through commercial opportunities identified thanks to the monitoring by the agents. Hence the agents will need a high level of soft skills and selling capabilities. We will also save on Technician dispatch at the customer’s as the service bureau agent will be able to solve cases remotely. Hence the agent will need technical skills (communication, IT & Electrical).

The agents profile

The agents will need to perform many duties in their daily life, requiring both technical knowledge and customer facing capabilities. Among other specificities for these tasks, the agents will have to work on different shift (3X8hrs or 2X12hrs to be defined) and during weekend & public holiday.

Information technology, computer programming, web portals

We are leading the Digital Transformation of Energy Management and Automation in Homes, Buildings, Data Centers, Infrastructure and Industries. With a unique portfolio of connected technologies: connected products, edge control and apps, analytics and services, we are the global specialist in energy management and automation. Our strategy is to connect with our customers thanks to our technologies to ensure that Life Is On everywhere, for everyone and at every moment.