Technical Field Service Rep

Company Description As the preferred partner for window and door automation, SOMFY is committed to inspiring new and better ways of living for all. As a French, family-owned, and independent group, in continuous growth since our creation, we have been world leaders for 50 years and pioneers in home automation. Innovation continuously guides our work and guarantees the excellence of our solutions. We are present in 58 countries, with eight production sites and 17 R&D centers. We are deeply committed to the well-being of our 7,000 employees, we promote their sustainable employability by promoting internal mobility and developing their skills. We foster diversity and inclusion by building on our strong corporate culture. Job Description We are seeking a highly versatile and skilled individual to fill the role of a Technical Field Representative for our BFT brand, access products. This position requires a unique blend of technical expertise, problem-solving abilities, excellent communication skills, and a passion for teaching others. The successful candidate will play a pivotal role in providing exceptional technical support to our customers, resolving on-site issues, and conducting training sessions both on-site and remotely. * Technical support & internal product support by phone, emails, and web cases through Salesforce * Provide step-by-step instructions to fix technological issues * Travel to customer locations on-site to install, configure, and troubleshoot BFT products. * Access instruction manuals to help users utilize their software or hardware properly * Acquire and transfer product knowledge (wiring instructions, product specific functions) to sales managers and customer. * Handle customer complaints provide appropriate solutions and alternatives within the set time limits and follow up to ensure resolution. * Build sustainable relationships of trust through open and interactive communication by actively listening and asking the right questions * Accurately gather and record customer information, issues, and solutions using Salesforce and other software * Conduct trainings for customer and internal team in person and virtually * Follow standard operating procedures to maintain a consistent number of open/closed tickets and ensure adherence to established service level standards * Work with Technical Support manager to ensure and find solutions to more complex issues * Perform other duties assigned by the Technical Support Manager Qualifications Education/Experience: * College or Bachelor's degree and/ or proven career path to excellence in customer support * Past experience in a technical support role or field service role * Access control and Automation experience is an asset * Tech savvy (Android, IOS, Smart Home Technology) * Proficiency in Windows and Office 365 suite * Fluent in Spanish and English language for speaking and writing Qualifications: * Mechanical/electrical aptitude and ability to use tools * Knowledge of communication protocols is an asset (RS485, RS232, WiFi, etc.) * Excellent written and communication skills, and ability to communicate to all levels of the organization and external customers * Exceptional organizational skills and ability to prioritize, work with competing deadlines, and ability to adapt to change. * Proven experience with problem solving skills to deliver highest level of service excellence * Ability to work both independently and as part of a best-in-class team * Self- motivated, ability to thrive in a fast- moving, and constantly evolving environment * Enthusiastic about delivering an exceptional brand experience and passionate about customer satisfaction and loyalty * Ability to multi-task, prioritize and manage time effectively * Strong phone skills and active listening * Accept constructive criticism and customer feedback regarding their experience * Positive attitude, willingness to learn, team player, outgoing, patient, and genuine * Experience with CRM systems and practices (Salesforce, SAP) * Bilingual (Spanish/English) is a plus Additional Information Working Environment: * 9-hour standard business hours (including 1 hour lunch), Monday through Friday * Due to the current Covid environment Somfy has developed a hybrid model. It has not been determined when or if this model will change. * Travel up to 40% Compensation & Benefits: * Competitive salary commensurate with experience. * Full corporate benefits package, including health, life, disability insurance. 401K contribution with generous match. All your information will be kept confidential according to EEO guidelines. The protection of our candidates' personal data is a commitment of Somfy Group. We therefore ask any candidate to submit their application to us exclusively via our secure system, and not by email or postal.

Created: 2024-10-22