Our role is specially designed for a person eager to be part and learn about Emerson products and use this knowledge to support our customers in the most professional way.
Furthermore, the role will provide the opportunity to help create and up-keep a solid product data base. This role entails working also with Lifecycle -
Aftersales team to develop & define aftersales strategies. The person performing the role is responsible for providing technical support to European customers and work internally on technical database mapping & technical database clean-
up. The responsible for the role will have direct contact with customers and cover all products in Emerson Climate portfolio.
Support our European customers with administration & assistance for technical requests;
Demonstrates, promotes proper customer-oriented attitude & issue solving mindset;
Help develop and promote new & optimized flows that facilitates better, faster assistance in technical inquiries;
Filter all incoming technical support requests (from customers or redirected internally from Application Engineering Team) and reassign them based on complexity levels and tier 1,2,3;
Support, solve & document all tier 1 inquiries coming from our external customers;
Collaborate with local & remote engineering team & application engineering team for resignation of tier 2 & tier 3 requests;
Conduct proper inquiry to best identify customer needs for support and propose best solution.
Customer focused, strong communication, listeningand problem-solving skills;
University degree in Engineering disciplines(mechanical or chemical engineering);
Relevant experience in technical / customer supportfields;
Experience in HVAC, Ref & AC business is aplus;
Agile in learning new technologies, products andfeatures;
Languages : English (fluent) & French (medium) advanced levels are a plus;
Computerskills : good knowledge level for Office suite Excel, Word, PowerPoint, Office365;