Technical Support & Claim Validator Specialist
Consumer & Customer Care
Full Time
Tallin, Estonia
2021-02-02

Technical Support & Claim Validator Specialist

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 Technical Support for our office in Tallinn.

As the Technical Support & Claim Validator Specialist 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 training, for the service organization, instilling competence and confidence to successfully deliver a simply outstanding consumer service experience.

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 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. 

You:

• Candidate must hold a College degree on Business Administration or Engineering
• Experience in home appliance service as a benefit 
• High level of IT skills: very good knowledge of MS Office, Excel, Word, Power Point, ability to grasp new technologies quickly
• Ability to work in a matrix environment                 
• Networker, team player and comfortable in dealing with people with different backgrounds
• Service techniques knowledge
• Languages: Fluent in Estonian, English and Russian (as a benefit).  

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Apply now

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'