Software Field Service Engineer

Carel Industries s.p.a; Brugine; Sur place; EUR 38 000 - 56 000; Plein temps

Résumé du poste

Carel Industries s.p.a. is seeking a Field Service Engineer to join the After Sales & Services Department at CAREL HQs in Brugine (Padova).

The role guarantees on-site technical support to customers across assigned markets and products. You will coordinate with R&D, provide trainings, and support knowledge transfer to local subsidiaries, while tracking service performance and contributing to service improvements.

Responsabilités

• He/She in contact with customer to manage the technical and evolutive issues coming from the customer.
• Analyses the customer’s request with Carel R&D to solve remotely or with on-site intervention when necessary.
• Supports local Subsidiaries and Knowledge Centre in mapping knowledge gaps and provides training to enable staff autonomy.
• Provides trainings and consultancies about the followed products directly to customers.
• Ensures accuracy and speed of service; KPIs include speed and customer satisfaction.
• Analyzes data from After Sales process-monitoring tools (ticketing system) for its product line and reports to Quality, Platforms and Sales.
• Collaborates with Field Operations to involve customers in new services offerings of value or complexity.

Description du poste

We are currently seeking a Field Service Engineer to join our After Sales & Services Dept. at CAREL HQs in Brugine (Padova).

ROLE GOAL:

Guarantees technical support on field to customers on assigned markets/products.

Reports to Field Service Coordinator.

MAIN RESPONSIBILITIES AND ACTIVITIES:

• He/She in contact with customer to manage the technical and evolutive issues coming from the customer.
• He/She performs the analysis in cooperation with the Carel R&D in order to analyze and solve the customer's request, remotely or with the direct intervention of the customer installation when necessary.
• Supports the local Subsidiaries and Knowledge Centrein mapping their own local gaps of knowledge of Services staff, and provides dedicated training when necessary in order to let local staff autonomous;
• He/She provides trainings and consultancies about the followed products directly to customers,
• He/She will take care about accuracy and precision of care of customers having as KPI the speediness and level of satisfaction of such a kind of service;
• He/Sheanalyzes datafrom After Sales process-monitoring tools (as the ticketing system) on its assigned product line, in order to provide summarized and valuable information to Quality, Platforms and Sales about the behavior of products during commissioning or after sales;
• In cooperation with the Field Operations team, Involve customers in new services offering it under a certain level of value or complexity;