Service Engineer

Rain Bird Corporation; Madrid; On-site; EUR 42,000 - 64,000; Full time

Job summary

Rain Bird Corporation in Madrid seeks a Service Engineer to provide proactive remote customer service and expert support for Rain Bird products and installations. You will assist product managers and senior engineers with escalations while driving customer satisfaction, hotline responses, and service revenue.

Responsibilities include remote troubleshooting, escalation tracking, and coordinating on-time order deliveries. Training delivery and field support are also part of the role.

Qualifications

• Degree in Engineering, Agronomy, IT or related field with 3 years of relevant experience.
• Proficient in English and Spanish, written and spoken.
• Strong wireless and mobile network troubleshooting skills.
• Excellent customer service and problem-solving abilities.
• Willingness to travel up to 10%.

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 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.

Skills

Wireless troubleshooting

Customer service

Problem solving

Bilingual English/Spanish

Team collaboration

Education

Engineering degree

Agronomy degree

IT degree

3+ years relevant experience

Tools

Ticketing systems

CRM systems

Online chat platforms

Job description

Overview

The Service 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.

Overview

The Service 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 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.

Qualifications

Minimum Qualifications

• Degree in Engineering, Agronomy, IT or another technical field plus 3 years of relevant experience.
• Excellent command of English (C2 level or equivalent) and Spanish, spoken and written. Proficiency in any additional languages will be an asset.
• Help with 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
• Proficiency in Italian