Make a Difference
We put customers and people first. We strive to be open to change and diversity. These are the pillars of our Carel Culture Code, guiding us towards growth.
As a world leader in control solutions for air conditioning, refrigeration, and heating, as well as systems for humidification and adiabatic cooling, we offer high-performance products that are energy efficient and environmentally sustainable.
Job Title: Field Operation Specialist
**Role and Responsibilities:**
Guarantee a high-quality and effective support experience for customers in our defined geographical operations. Reports to Field Operations Manager.
Main Responsibilities & Activities:
1. Provide first-level escalation support to customers.
2. Ensure accuracy and precision in customer care, with key performance indicators (KPIs) focused on speediness and satisfaction levels.
3. Simplify customer interactions through tools, software, and methods, aligning with Sales Area Managers.
4. Escalate complex issues to second-level analysis teams if necessary.
5. Manage expenses related to main customer requests, ensuring warranty payments and external technical assistance costs are covered.
6. Involve customers in new services by offering value-added or complex solutions.
7. Analyze data from process-monitoring tools, such as the TT Helpdesk system or Contact Center system, to provide summarized and valuable information to Sales Department Area Managers.
Requirements:
Must Have:
1. At least 3 years of experience in a similar role.
2. Good English proficiency.
3. High school degree.
Share the values of Carel Culture Code.
Preferred Experience:
1. Mid-large sized companies, with a focus on services.
2. University degree is preferred.
What We Offer:
Work-life balance: remote working and flexible work hours.
On-boarding program and continuing training opportunities.
Company welfare: company canteen, life insurance, welfare platform, company bonus, contributions to school expenses.
Carel Boost Camp: a three-year training course for new hires under the age of 30, focusing on developing transversal skills like project management, cross-cultural communication, and problem-solving.
At Carel, we prioritize sustainability and aim to reduce our environmental impact. Every day, we take concrete actions to combat climate change, identify, and develop products and services that increase energy efficiency. Our organization fosters transparency, responsible governance, and inclusivity, promoting equal employment opportunity and prohibiting discrimination. All applications will be evaluated based on competences, experiences, motivation, and values alignment.