Role purpose :
The role is responsible for taking care of all Field Services requests for Corporate Customer in various facilities. Managing on-site installation, repair, maintenance, system improvement and testing.
Providing service and customer support during visits or dispatches.
Key accountabilities and decision ownership :
Evaluate customer infrastructure, confirm that the correct solution is offered to the Business Customers
Perform customer support and troubleshooting tasks for Business Services. Perform all on-site activities related to installation, repair, management and maintenance.
Operate field automation systems and databases. Write logs and add notes to customer records of every Field Service managed and / or call to customers performed.
Demonstrate equipment capabilities to customers and demonstrate how to perform various tasks, including simple maintenance.
Manage and maintain the inventory in their service trucks, ordering new items when stock runs low.
Adhere to company’s given rules and regulations. Keep service vehicles clean and organized and replenish fuel as needed.
Team up with colleagues and other team members. Build relationships and trust with customers and clients
Core competencies, knowledge and experience :
At least 2-year experience in a Technical Field Service support department.
At least Technical Institution degree.
Experience with managing and preserving technical equipment
Critical thinker and problem-solving skills
Excellent communication skills.
Strong customer orientation attitude.
Take initiative, being alerted, have a sense of urgency.
Good knowledge of fixed products & ICT services.
Accustomed to using mobile tools and applications
Must have technical / professional qualifications :
Very good knowledge of Greek and English language (oral and written)
CCNA Certification similar technical training
Good knowledge of MS Office Suite (MS Excel, MS Word etc.)
Key performance indicators :
Average Handling of Field Service request per FS type
Average Handling FS Time per Service / FS type
NPS and TNPS