Service Engineer- Technical Support
The Service Engineer is responsible for providing proactive customer service and remote technical support for complex problems with a product or its installation. Supporting product managers and senior engineers on product escalations, whilst directly responsible for achieving key personal performance goals for service revenue, order delivery, customer satisfaction and inventory control.
- Provide proactive remote customer service and communications to customers, distributors, and internal personnel.
- Perform remote troubleshooting on Central Control software and hardware via chat, email and/or phone.
- Participate in a global 24-hour support program.
- Track, report, and follow up on product and technical issues using established escalation processes.
- Assist or coordinate a robust order delivery completion, providing summary of work to the Service Management.
- Implement projects to drive efficiency improvements in service delivery.
- Manage customers to drive on time service plan renewals.
- Support ‘for fee services’ aimed at enhancing customer experience with Rain Bird products, to include database migration, flow management, mapping, agronomic consultation and hardware preparation.
- Prepare and conduct training both remotely and in a classroom environment.
- Activate Authorized Service Providers and third party vendors to ensure a high level of service is provided to Customers in a timely manner.
- Bachelor Degree in Engineering, Agronomy, IT or another technical field plus 3 years of relevant experience.
- Good verbal and written communication skills in multiple languages. A combination of Spanish, French and English languages will be highly regarded.
- Help desk experience.
- Strong wireless and mobile network troubleshooting skills
- Enjoys problem solving and is a skilled critical thinker.
- Customer Service excellence
- Process oriented with attention to detail.
- Ability to work closely with co-located and remotely located colleagues.
- Willingness to travel up to 10% of the time.
DESIRED QUALIFICATIONS:
- Other European languages.
- Master’s Degree in Engineering, Agronomy, IT or another technical field
- Software or script development skills
- Strong international business acumen and/or a tertiary business qualification
#LI-Hybrid
The information collected during the application process will be processed electronically by the Human Relations Department of Rain Bird Europe and Rain Bird Corporation. The data will be accessed by Rain Bird Human Relations personnel located in France and the United States as well as the Rain Bird managers involved in the recruitment process. No data will be communicated outside of Rain Bird. Our applicant data is hosted by iCMS in the United States. iCMS is self harbor certified. If your application is performed through our website and into our iCMS recruiting application, all data marked with an (*) are mandatory and must be completed so that we can process your application. The information that is not marked with an (*) is optional and not answering this information will not affect the outcome of your application. If you are based outside of the United States, please select that you wish not to self-identify for the purpose of EEO statistics. You can access and modify your data by requesting it with Rain Bird Europe Human Relations at the following address (please join a proof of ID): Rain Bird Europe Human Relations BP72000 900 rue Ampère 13792- Aix-en-Provence.
Aix en Provence
France