Technical Support Specialist
2 months ago
BFT Automation Ireland Ltd, a subsidiary of Somfy Group, is seeking a talented individual to become part of our Dublin team in the role of a Technical Support Specialist.
In this role, you will be responsible for providing technical support and advice to the access installer community on the island of Ireland as well as solving any technical issues related to the wide range of technology solutions that we provide our customers. This support will primarily be on the phone but will also involve engaging customers face to face when they come into our branch office. Occasionally, you will be required to go out on the customer’s site where that is required to address the reported issue. You will also play a critical role in enhancing our customer experience by collecting and utilizing feedback from our customers that will help us improve our knowledge, the tools we use and our processes.
Responsibilities
- Develop expertise in all of our technology offerings and provide our installing customers with guidance, primarily via the phone, that enables them to troubleshoot and solve their on site issues;
- Manage return requests and conduct the inspection, testing, and evaluation of hydraulic and electromechanical motors, control panels, and other technical components returned by our installing customers;
- Carry out technical training courses for our customers and prospects on the range of products we sell;
- Support the field and internal sales staff with technical information requests;
- Show attention to continuous improvement to improve the customer journey by collecting customers’ feedback and sharing information with the relevant internal stakeholders to improve our knowledge, tools and our processes;
- Support warehouse operations by assisting with sales, ensuring a smooth process for customers who visit daily to pick up and purchase products, while also advising customers and sharing relevant technical information;
- During high volume sales days or when additional resources are needed to move items that are heavy, assist warehouse staff in packing and shipping out products ordered and needed by our customers.
Qualifications
- Secondary education level in a technical subject with demonstrable experience with electro-mechanical and hydraulic product operations;
- A sound knowledge of electrics and basic electronics, without the need for formal qualifications;
- A knowledge of connected IT systems, including the internet and cloud based operations;
- Excellent analytical and problem solving skills with a natural, hands on mechanical engineering attitude;
- Strong questioning and communication skills with a calm, patient (telephone) manner;
- Highly motivated and organized, who is able to work unsupervised or as part of a team;
- A passion to learn with good knowledge retention skills;
- A good sense of humour with a flexible/adaptable attitude towards work;
- Experience with ERP and CRM systems.
Additional Information
- Competitive compensation with a range of benefits including a company pension contribution, healthcare program, a rewards and recognition program plus a year end bonus based on performance;
- Working in a small team of professionals where you can really make a difference and where your voice and opinions both sought and heard;
- Access to and support from the infrastructure associated with a large multinational corporation;
- A dynamic and innovative culture.
The protection of our candidates’ personal data is a commitment of Somfy Group. We therefore ask any candidate to submit their application to us exclusively via our secure system, and not by email or postal.
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