Customer Services Support Specialist
We are seeking a highly skilled technical support specialist to join our team.
About the Role:
This is an exciting opportunity for a customer-focused professional to provide exceptional technical support and guidance to our worldwide customer base and Field Services Engineers.
Key Responsibilities:
* Maintain strong, professional relationships with customers through effective communication and issue resolution.
* Investigate and resolve complex customer issues through thorough analysis, providing findings, conclusions, and resolutions.
* Liaise with internal departments to obtain technical information required to resolve customer issues or requirements.
* Provide regular updates to customers via various communication channels to ensure transparency and satisfaction.
* Offer live remote support to Field Service Engineers/Camlin Customers/Partners during installation/commissioning and service repair work.
* Create high-quality training documentation and work instructions to support customers and Field Service Engineers.
* Document and maintain accurate records of all field installations/service findings and resolution status.
* Capture quality issues discovered in the field and raise NCRs (non-conformance reports) and follow the internal RCA process to provide feedback to customers as required.
* Maintain assigned Key Performance Indicators (KPIs) at acceptable levels.
* Occasionally visit the field to assist in troubleshooting units in support of customers or Field Service Engineers.
Essential Criteria:
* Proficient in Microsoft Office applications.
* Strong analytical and problem-solving skills.
* A positive attitude, eager to learn and develop industry and product knowledge.
* Attention to detail and effective prioritization of workload.
* Excellent verbal and written communication skills.
* Fluent bilingual skills in English and French.
* A 3rd-level Electrical engineering/relevant qualification, or equivalent relevant experience.
Desired Criteria:
* Experience in Energy/Electrical/manufacturing sectors.
* Technical customer service/support experience.
* Fault finding expertise.
* Engagement with Field services/from a field service background.
* Ability to analyze diagrams and schematics.
* Salesforce experience.
Our Values:
* We collaborate to achieve shared goals.
* We believe in people and their potential.
* We strive for excellence and continuous improvement.
* We listen to learn and grow.
* We act with integrity and responsibility.
Equal Employment Opportunity Statement:
We value diversity and inclusivity in our workplace and consider individuals without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, gender identity, or sexual orientation when seeking employment.