Field Electrical Support Specialist

Speria; Pato Branco; On-site; BRL 80,000 - 100,000; Full time

Job summary

Speria is looking for a Field Electrical Support Specialist in Pato Branco, Brazil. The role focuses on delivering exceptional customer service, responding to inquiries, and providing technical support. Candidates should have a Bachelor's degree and 3+ years in a similar setting. Fluency in English is mandatory. Travel is required approximately 40% of the time as part of this dynamic, customer-focused position.

The Specialist will also analyze service trends and suggest improvement strategies.

Qualifications

• 3+ years of experience in customer support, preferably in a regional role.
• Excellent communication skills, both written and verbal.
• Experience with automation systems and environmental controllers.

Responsibilities

• Handle dealers and customer inquiries via Ticket, phone, email, and chat.
• Resolve product or service issues and follow up with customers.
• Collaborate with regional sales, marketing, and technical teams for support.

Skills

Customer support experience

Fluency in English

Problem-solving abilities

Attention to detail

Familiarity with CRM software

Education

Bachelor’s degree in electricity, electronics, computer science or related field

Tools

Zendesk CRM

Job description

Speria is seeking a talented and dedicated Field Electrical Support Specialist to join our dynamic team in Brazil. The Field Electrical Support Specialist is responsible for delivering exceptional customer service to clients within a designated region. This role involves responding to customer inquiries, resolving issues, and working closely with other departments and HQ to ensure customer satisfaction. The Specialist will also analyze regional customer service trends, provide insights for improvement, and help implement strategies to enhance the customer experience.

Speria is operating globally, this position requires business travel approx 40% and fluency in English.

Key Responsibilities

Customer Interaction

• Handle dealers and customer inquiries via Ticket, in Zendesk CRM as the main tool and, if needed, via phone, email, and chat promptly and professionally.
• Resolve product or service issues by clarifying the customer’s complaint, determining the cause of the problem, and providing the best solution.
• Follow up with customers to ensure issues are resolved and they are satisfied with the resolution.
• Escalate unresolved issues to higher management or HQ department as needed.
• Experience with automation systems and environmental controllers.
• Experience performing field maintenance, troubleshooting, and technical support activities.

Regional Focus

• Understand the unique needs and challenges of customers in the assigned region.
• Adapt customer support strategies and communication styles to align with regional cultural and linguistic differences.
• Monitor and report on regional customer service metrics and trends.

Collaboration

• Work closely with regional sales, marketing, and technical teams to ensure a cohesive approach to customer service.
• Collaborate with the global customer support team to share best practices and align on company-wide customer support standards.
• Participate in cross-functional meetings to discuss dealers and customer feedback and improvement strategies.

Documentation and Reporting

• Maintain accurate records of customer interactions and issue resolutions in the company’s CRM system.
• Generate regular reports on regional customer service activities, highlighting key performance indicators (KPIs), challenges, and successes.
• Provide feedback to management on potential improvements to products, services, or customer support processes.

Continuous Improvement

• Stay up-to-date with product knowledge, company policies, and industry trends to provide informed support.
• Identify opportunities to improve customer support processes and contribute to the development of new strategies and tools.
• Participate in ongoing training and development programs to enhance customer service skills and regional expertise.

Startdate: ASAP.

Compensation: Negotiable.

Skills & Requirements

Qualifications

• Bachelor’s degree in electricity, electronics, computer science or other related field, or equivalent experience.
• 3+ years of experience in customer support, preferably in a regional role.
• Excellent communication skills, both written and verbal.
• Fluency in English is mandatory.
• Strong problem‑solving abilities and attention to detail.
• Familiarity with CRM software and customer service tools.