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 French, 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
