Service & Technical Product Specialist
Consumer & Customer Care
Full Time
Luton, United Kingdom
2018-04-22

Increase our service quality by sharing product knowledge and by turning issues into solutions.

For us going to work every day has an even greater purpose than putting the latest product or technology on the market. It’s about improving the everyday lives of millions. By staying humble and open to new ideas – we can push the boundaries of cooking, cleaning, and wellbeing at home. However, to keep doing so, we need more people who want to innovate and re-imagine what life at home can be.

In our Luton office, a need has been identified for a Service & Technical Product Specialist to provide technical support to both internal & external stakeholders (Retailers, Independent Service Providers network, Consumer Care department) in order to improve product knowledge, quality of repairs and consumer satisfaction.

A typical day at work
You will be partially office and field based and you will be the person responsible for sharing product knowledge as well as making sure we constantly improve our service by analyzing field failure data, identifying training requirement and sharing suggestions with both factories and Product Line for improving product categories. 

Your daily activities will contain:
• Provide Technical Support for the Electrolux Independent service providers (ISP) Network, Consumer Care & Retail partners. 
• Provide support in driving SCR improvements at a factory level and product line/category level. 
• Provide product line with monthly analytical reports using the QES system. 
• Identify ISP Network training needs, utilizing QES, FEXC300P reports, in liaison with Operation Service Managers & Technical Product Trainer. 
• Analyse daily / monthly reports, to identify & challenge high material usage & exchanges within the ISP Network for both Legal & extended warranty.
• Provide technical product input/support for new model launches within the UK cluster.

Competencies needed:
• Training Delivery 
• IT Skills
• Complaints Handling 
• Customer Interactions 
• Service Technical Knowledge
• Product Knowledge 

You are 
Team player: In this role cross-functional collaboration is everything, so you should be comfortable in dealing with people with different backgrounds and responsibility.
Driven: you show tenacity and continue to strive to reach goals, despite obstacles.
Curious and fast learner: you actively pursue opportunities for learning and self-development over time