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Carrier Technical Support Coordinator in Gdańsk, Poland

Date Posted:

2020-10-16-07:00

Country:

Poland

Location:

Sadowa 8, Gdańsk 80-745, Poland

Goal

Provide ‘best in class’ technical support to our customers with a team of Technical Support Engineers with excellent product knowledge, expertise and a customer friendly attitude. Use up-to-date communication tools since the technical support is mainly provided remotely. The Technical Support Coordinator acts as the link between the local team and the Regional Technical Support Manager.

Responsibilities :

  • Coordinate day to day activities with the team of technical support engineers directly and work effectively and in close relation with the Regional Technical Support Manager.

  • Build and maintain a solid knowledge of the Carrier Fire & Security product portfolio and their integration possibilities.

  • Make use of modern communication technology to maximize remote trouble shooting capabilities.

  • Sustain and encourage positive interaction with Carrier HQ and other regional or country Carrier organizations, maintain and build good relationships at all levels of the Carrier organization.

  • Liaise with the Support Teams in other countries, Centre of Excellence and Product Management to ensure high quality, easy to understand and effective support.

  • Ensure the Technical Support Engineers communicate with and support the customers in a customer friendly way.

Objectives :

  • Maintain a good knowledge level of competitive equipment and report technology trends back to management.

  • Measure the customer satisfaction using Carrier Excellence tools in order to achieve and exceed the set targets.

  • Provide ‘best in class’ technical support to our customers by coordinating the activities of a team of Technical Support Engineers with excellent product knowledge.

  • Maximize remote technical support using up-to-date communication tools.

Tasks :

  • Advise sales leadership on technical problems and solutions.

  • Plan and organize support for events and seminars in order to present and demonstrate Carrier Fire & Security products in optimum conditions.

  • Ensure that regional sales and the technical teams are supported and equipped to achieve greater results and sustainable sales growth.

  • Plan the technical support teams’ activities in order to ensure availability of the support desk with sufficient man power during office hours.

  • Keep a clean and tidy work and test environment according to EH&S guidelines.

  • Help the Business Units with final testing of product and firmware releases.

  • Participate in sales meetings with discussion topics from the Technical Support Team.

  • Publish FAQ’s and technical notes that provide and answer on common questions.

Skills :

  • MBO+ / HBO educational level in one of the following disciplines: Electrical, Electronics, Computer Sciences, Communications.

  • Minimum 7 years of relevant pre-sales/technical support experience in country of work with proven track record.

  • Good technical product and technology knowledge and experience in one or (preferably) more of the Carrier Fire & Security product lines (Access Control, Intrusion, Video, Detection, Fire).

  • Thorough knowledge and experience of IP technology.

  • Fluent in English and Polish in writing and speaking. Other languages are an advantage.

  • Good Project Management skills – documented experience is a plus.

Carrier is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.

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