Job Location – Remote role with occasional office visits.
National Location – The role can be performed in DK, UK, IT, NL or DE.
Contract – Permanent
The focus of this role is coordinating the technical support for our new business segment – cruise ships. This means European cruises – Baltic, Mediterranean, Rhine-Donau, Norwegian Fjords and cross-Atlantic cruises.
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These customers use our dosing devices for professional dishwashing and laundry, some of which have electrical pumps. Other customers use our hand-soap or cleaning chemical dispensers onboard.
The interesting challenge here is that our customers are moving targets. Fortunately, we have a strong presence in most European countries, so your role will be to coordinate the technical support using our national service teams.
Who we are:
Diversey develop and deliver innovative hygiene products, services, and technologies that save lives and protect our environment. Over the course of 95 years, the Diversey brand has become synonymous with product quality, service, and innovation.
Our fully integrated suite of solutions combines chemicals, dosing and dispensing equipment, cleaning machines, services, and digital analysis. We are a trusted partner serving more than 85,000 customers in over 80 countries with a network of approximately 8,500 employees globally.
Your Role:
- Answer incoming calls regarding technical service and performing first-level support by phone / video call where possible.
- Scheduling the European service teams to respond to all breakdowns and preventative service.
- Managing spare-parts replacement from the various national stocks and from on-board customer stocks.
- Creation of all required equipment records and material requests in SAP and ensure that they are delivered in time to the right address.
- Creation of service orders.
- Own the service request from initiation to completion and be main point of contact with the for communication with the customer.
- Admin to ensure that technicians can go onboard (cruise registration forms, personal ID etc.)
- Service reporting and planning process improvements to ensure SLAs are met.
Your Qualifications:
- The primary skills required is the ability to listen and remotely diagnose problems.
- Some experience with ERP software is essential, preferably SAP.
- An electro-mechanical background would be useful (either a qualified Technician or an apprenticed mechatronics mechanic).
- Experience in any technical service field, for example: building services, car repair, white-goods/boiler service etc.
- Friendly, helpful attitude.
- Intermediate or good English (B2 or better).
- To be main point of contact and coordinate planning activity within the Cruise Sector in WEU.
- Work collaboratively with field and project implementation teams to ensure that the services are provided in accordance with contractual SLA and response times
- Provide first level technical support and assistance to customer
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