Digital Service Specialist – Customer Care
electrolux
Italy
2 gg fa

Vallenoncello,Italy

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
  • Connectivity requirements
  • Websites
  • 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.
  • You are

  • 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
  • Excellent communicator
  • Problem solver
  • Able to promote the teamwork and influence the organization
  • Able to research, identify opportunities, and implement processes
  • Agile
  • Fluent in English both verbal and written; knowledge of other languages will be advantageous
  • Education & Experience

  • University degree
  • 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
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