Descrizione dell'offerta
Technical Support Specialist
The role is part of Haier Europe's Service Operations team in Italy. The successful candidate will act as the primary technical reference for Authorized Service Agents (ASA) and Internal Field Technicians, ensuring high-quality service delivery and customer satisfaction.
Responsibilities
- Technical Support to Service Network (Technical Hotline) : Provide expert assistance to the ASA network, managing real-time troubleshooting via the hotline and conducting in-depth case analyses.
- Product Exchange Authorization : Evaluate and authorize product exchange requests, ensuring alignment with company policies and technical standards.
- Quality Reporting & Coordination with Service Quality HQ : Conduct deep-dive investigations on specific cases, report findings, and deliver early warnings on emerging defects to the HQ.
- Technical Support to Customer Care : Serve as a technical advisor to the Customer Care department, addressing complex customer issues that require cross‑functional technical expertise.
Qualifications
- Professional Experience : Proven technical support experience in household appliances or field technician background.
- Education : Technical high school diploma; a technical degree or bachelor's is a plus.
- Technical Skills : Strong knowledge of MDA (Major Domestic Appliances) and SDA (Small Domestic Appliances); proficiency with Excel and IT tools; analytical ability to evaluate trends and KPIs.
- Soft Skills : Autonomy and organization, agility, empathy, and active listening.
- Languages : Native‑level Italian required; strong written English; spoken English considered a plus.
Haier Europe is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, or other characteristics protected by law.
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