AC After Sales Technical Specialist
Descrizione dell'offerta
ABOUT US:
Our company:
Founded in 1981, TCL Electronics (HKSE 01070), is a leading company for Consumer Electronics with 25.000 employees across 78 countries and is now ranked n°2 worldwide LCD TV supplier.
TCL Electronics has developed specific expertise, promoting vertical integration, i.e. manufacturing of its LEDTVs from A to Z.
We are official partner of Italian National Football Team.
TCL’s slogan or signature, « The Creative Life », sets the tone.
For more information, kindly visit our website.
The Role:
Following the rapid growth of TCL European operations, especially in the Air Conditioning sector, TCL Customer Service Department is consolidating his team to grow the capabilities and build strong support to the business and our customers.
Therefore, TCL Italy is looking for an AC After Sales Technical Specialist who will be responsible to ensure the best service in the territory assigned by the company and be accountable to reach the targets and the success of the company.
Core Task
The role requires a multi discipline approach.
To build and coach strong service partners network capable to support the products introduced in the market.
To be responsible for the management of service partner to achieve efficient maintenance and repair of mainly AC systems, HVAC, Heat Pumps Residencial and Commercial equipments on site in line with current legislation and company procedures.
To monitor the repair requests (RMA) assigned to service partners to ensure they are completed in timely manner and who all requested documentation.
To handle the administrative approval of RMA completed by the contracted service partners.
Play a key role to liaise with several EU internal services teams and service partners to ensure that operational efficiency is maintained to a high standard, in the effective planning and completion of all assigned works.
To support other TCL staff to deliver continuous improvement in customer service to maintain the client’s property whilst ensuring safe working in accordance with Health and Safety procedures.
To Provide technical guidance to the Customers, service partners and call centers.
To support improvements of technical documentation, installation guides and coordinate the local version of these documents.
To prepare analysis and reports related to the service and field quality situation in the territory.
To answers customers (B2B)’ questions, resolves problems, and maintains customer satisfaction by providing problem-solving resources.
To manage and monitor daily issues. Coordinate with all concerned stakeholders to fix anomalies, search for solutions and long term fix.
Requirements :
Education & Experience :
• Secondary education attested by a diploma giving access to post-secondary education or
relevant equivalent professional experience of at least three years. A Bachelor degree in a
relevant area (e.g. HVAC, ELEC, BMS) would be considered a strong advantage
• Relevant training in Heating, Ventilation, Air Conditioning (HVAC), Electricity (ELEC) or
Building Management Systems (BMS) would be considered a strong advantage
• In addition, a minimum of 5 years’ relevant working experience in a relevant technical domain (e.g. HVAC, ELEC, BMS, etc.);
• Experience in HVAC installations, industrial electricity and building management (technology, standards, maintenance procedures, safety regulations)
Key Competencies:
• Fluent in English is mandatory
• Experience in the use of standard Office Application;
• Problem Solving: Anticipates and solves business issues;
• Quality focus: Sets and fosters high quality standards;
• Planning & Organising: Plans ahead and adapts as required;
• Communication: Expresses information and ideas effectively;
• Used to meet and be involved in strategic or complex conversations of high level.
• Team Work: Displays a collaborative approach
• Ability to work in a multinational and multicultural environment;
• Professional conduct in line with the corporate behaviours of the company, i.e. result-driven, readiness to change, customer focus, integrity and team-player approach
• Deep Knowledge of HVAC Market: Stakeholders ( Distributors, Consumers, Competency,
etc...) Service Partners, Legal Framework; a proof of this might be required
• Used to deal and cope with critical situations; a Success Story might be requested.
• Resilience and Analytics mindset in a professional way will be desirable.