Hitachi Energy is a global technology leader that is advancing a sustainable energy future for all. We serve customers in the utility, industry and infrastructure sectors with innovative solutions and services across the value chain. Together with customers and partners, we pioneer technologies and enable the digital transformation required to accelerate the energy transition towards a carbon-neutral future. We are advancing the world’s energy system to become more sustainable, flexible and secure whilst balancing social, environmental and economic value. Hitachi Energy has a proven track record and unparalleled installed base in more than 140 countries. Headquartered in Switzerland, we employ around 38,000 people in 90 countries and generate business volumes of approximately $10 billion USD. www.hitachienergy.com
At Hitachi Energy our purpose is advancing a sustainable energy future for all. We bring power to our homes, schools, hospitals and factories. Join us and work with fantastic people, while learning and developing yourself on projects that have a real impact to our communities and society. Bring your passion, bring your energy, and be part of a global team that appreciates a simple truth: Diversity + Collaboration = Great Innovation
General information:
To strengthen the Customer Experience team we are looking for a Technical Support Engineer to join our Enterprise Asset Performance Management group with demonstrated experience in supporting enterprise software applications. You will be responsible for the technical support and account management of key European clients, working closely with both internal and external teams to ensure customer success. This will involve tracking and taking ownership of customer issues/queries while managing through to resolution. We are looking for an individual with a passion for creating an exceptional customer experience. An ideal candidate will have excellent customer service, analytic and account management skills along with understanding of EAM applications.
Responsibilities:
Tracking and taking ownership of customer issues/queries and managing through to resolution. Researching and troubleshooting software issues. Providing prompt and accurate customer feedback. Acting as an advocate for the customer and effectively communicating feedback to and from technical teams dispersed globally. Organizing regular customer meetings and provide status updates to internal and external stakeholders. Managing and owning all aspects of customer success, while maintaining a holistic view of customer satisfaction. Ability to quickly establish customer relationships and trust. To understand the context and priority of a diverse range of applications and associated support cases. Identifies own training needs and undertakes Hitachi Energy training programs as directed by Management. Follow and comply with company health, safety, and environmental policies such as "Don't look the other way", Lean 6 Sigma and Hitachi Energy hazard reporting.
Your background:
Proven experience (ideally five years plus) working in a Technical Support Engineer or similar role supporting enterprise software solutions. Experience of aspects of asset management, maintenance and work management in asset intensive industries; specifically, power generation and transmission, utilities, transportation, mining or public infrastructure - desirable, but not essential. Excellent verbal and written communication skills in English. Strong account management. Ability to provide an outstanding customer experience for their clients. Self-motivated and adaptable.
| Basic Info | |
|---|---|
| Location | Krakow, Poland |
| Job Type | Full time |
| Experience | Experienced |
| Job function | Customer Service & Contact Center Operations |
| Contract | Regular |
| Publication date | 2023-03-29 |
| Reference number | JOB_POSTING-3-22483 |
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