Software Field Service Engineer

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 Centre in 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/She analyzes data from 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;