Technical Service Trainer & Claim Validator Specialist
Consumer & Customer Care
Full Time
Tallinn, Estonia
2019-12-15
At Electrolux, we are on a journey to
provide our consumers, a simply outstanding experience in Taste, Care and
Wellbeing. We are now embarking on a digital focussed training journey, and we
are looking for a great technical trainer to join us.
POSITION DESCRIPTION:
Objectives
As the Technical Service Trainer you localize and develop engaging product
service training material, developed by EMEA central training team.
You will ensure organizational readiness for product launch by localizing,
tailoring, developing and deliver digital and classroom training, for the
service organization, instilling competence and confidence to successfully
deliver a simply outstanding consumer service experience.
Duties and
Responsibilities:
•Localize, tailor and develop country specific (digital and analogue) technical
service, product and soft skills training material, for the target groups
(Service Technicians, Contact Center Agents, Spare parts specialists) based on
the master training material from the EMEA central training team.
•Build local training calendar in accordance with product launch plans.
•Deliver training via webinars, virtual classroom, recorded videos, eLearning
and classroom in accordance to the local training plan using the developed
tools and platforms.
•Cultivate a network of subject matter experts throughout the organization to
ensure outstanding training, empowering our employees and partners to deliver a
simply outstanding consumer experience.
•Actively engage in the EMEA Trainer community for best practice seeking and
sharing.
•Capitalize on and drive utilization of digital learning technologies eg.
mobile learning, video, gamification, eLearning, webinars, etc.
•Continuously drive, engage, monitor and activate the community of service
technicians, spare part specialists and contact center agents in online
training through our online training platforms.
•Train and support Service Providers to company systems related with consumer
service administration. TDS, REGULUS, Track ‘n’ Trace, KM, IKEA, Sidekick PC.
•Spare parts management and monitor service contractors inventory of parts and
accessories, follow spare parts prices on the market.
•Responsible to review consumer claims reports to company systems according
quality, controlling and auditing rules.
•Responsible to report on QES system and to follow up Service call rate
•Monitor the main KPI’s of the consumer care and establish action to improve
it.
•Coordination with Consumer Service Technicians, IT, Product marketing and
Sales.
Competencies &
Skills needed:
•Candidate must hold a College degree on Business Administration or
Engineering.
•Excellent communicator and presenter.
•At least 2 years of experience in product training or in a service minded
organization.
•Experience in home appliance service as a benefit.
•Conceptual thinker and Proactive.
•Agility and Openness.
•Ability to work in a matrix environment.
•Networker, team player and comfortable in dealing with people with different
backgrounds.
•Willingness to travel, driver’s licence
•High level of IT skills
•Service techniques knowledge
•Very Good Knowledge of MS Office, Excel, Word, Power Point.
Languages: Fluent in Estonian and English.
We encourage you to apply as soon as possible as candidates will be interviewed continuously. The position may be filled prior to the date described as 'Apply by'