We are currently seeking a Service Engineer to join our After Sales & Services Department at CAREL HQs in Brugine (Padova).
ROLE GOALS
He/She takes care of all Trouble Tickets that Field Operations identifies as 2nd level. Those for whom a written technical advice, an exit to the customer or a purely technical telephone assistance is needed. He improves the quality level of Carel by having interactions with R&D and Quality as reference of a product line in the field.
MAIN RESPONSIBILITIES AND ACTIVITIES:
* He/She performs the activities as Technical Engineer for the most complex and important technical support interventions, following the case in the field or remotely.
* In alignment with the Field Operation department, prioritizes and plans through external assistance interventions of the following types: commissioning, extraordinary maintenance, reports, and tests on possible product issues; he/she approves field reports to be paid.
* Makes sure his/her team has the appropriate level of knowledge on products, applications, and methods for intervention; maps the possible gaps and coordinates with Platforms and Knowledge Centre to fill them through training.
* Supports the local Subsidiaries and Knowledge Centre in mapping their own local gaps of knowledge of Services staff, and provides dedicated training when necessary to make local staff autonomous.
* Takes care of internal tests to check the procedures of a typical HVAC unit (Chiller, Rooftop, AHU, VRF…) knowing the thermodynamic/physical principles of a refrigeration circuit like defrosting, cycle inversion, oil return, preheating, etc.
* He/She analyzes data from After Sales process-monitoring tools (such as the ticketing system) on his/her 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.
* He/She proposes improvements in the methods and tools of After Sales interventions across the Group.
* In alignment with the Service Manager and Field Operations Manager, and with HR support, he/she is responsible for:
o the performance and efficiency of his/her assigned team;
o the professional development of his/her assigned team members.
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