The Digital Service Specialist (DSS) is the Customer Care and Quality Business Unit reference person for the connected services and digital transformation.
The DSS is a competence resource in the Product Development Process (PDP) in regards to the connected solutions, proactively co-
operating with all the relevant departments.
The DSS makes sure that the CC&Q BU anticipates the technological evolution of the market, while moving along the lines of the shared digital transformation process for the Professional sector and Electrolux Group.
We are looking forward to welcoming in our team, individuals who go the extra mile and put their energy in converting ideas and concepts into projects and actions to satisfy our customers’ needs.
A regular day at work
As a Digital Service Specialist, you will be responsible for :
Building and managing a platform of requests from CC&Q BU towards Product management, Marketing, R&D, etc., across categories (HOT, COLD, WET, BEVERAGE) in regards to :
User Interfaces specifications
thus steering and being an active player in the development of new products and solutions;
Formulating the use cases for the CC&Q BU connected services, supporting in analysing the total value for the customer and revenue stream.
The entry points for the activity are the requests coming from the CC&Q departments both at a central and local level and / or the customers
Knowledge and integration with all the available systems in Electrolux Professional and technological partners is key to success.
Analyse the gaps that new / existing use cases may highlight and formulate proposals on how to fill them
Defining and evolving the escalation procedures to address any issues arising from connected solutions (HW and SW)
Supporting in the preparation of all the relevant technical and commercial trainings
Formulating and validating the automatic algorithms for the data analysis on the cloud, this includes, but is not limited to :
Data collection and storage
Usage trend reporting
Outlier detection reporting
Performance / Predictive maintenance reporting
Reporting to other concerned Electrolux departments
Feed-back and feed-forward to Darwin Service
Ultimately making sure that all the digital solution will be deployed in the field according to a clear roadmap
Being an active participant in the CP meetings, bringing the voice of CC&Q BU in these for a for all that concerns the connected solutions
Report on new service models, tools and initiatives introduced in the market by other companies (in the same or different business sector), with a specific focus on the connected solutions.
Passionate project manager with solid organization and time management skills
Digital savvy and possess a working understanding / experience in digital transformation processes including strategy, requirements definition, design, usability, content development
Able to promote the teamwork and influence the organization
Able to research, identify opportunities, and implement processes
Fluent in English both verbal and written; knowledge of other languages will be advantageous
Education & Experience
A minimum of 3 years of proven experience in a similar role within an international customer care department
Ability to work in a dynamic, multicultural environment