Role Overview

Within Technical Service Dept, you will supervise and coordinate the call center activities managed by our outsourcer, giving them guidelines, priorities and checking the provided service level.
With your analysis activities, you will be aimed to optimize the call center service with a central role in proposing, defining and implementing all the corrective actions.

What You’ll Be Doing (Key Responsibilities)

• Increase phone fix rate (% of technical issues solved by phone, instead of sending a technician)
• Track and improve customer satisfaction (based on customer's feedback after the execution of the intervention)
• Train the outsourcer’s call center team, introducing advanced troubleshooting procedures
• Prioritize and optimize the interventions at the outlets, after proper coordination with Technical Service Team and external technicians
• Monitor the main KPIs (# calls per month, % of phone fix ...) and advise best practices for improvement

What We’re Looking For

• Good execution and results driven approach
• Strong analytical and technical skills
• Strong focus on Customers’ expectations and high quality of Service provided to Customers
• Understand and apply processes
• Self-organized and autonomous decision-making process
• Basic knowledge of pressure equipment, hydraulic and mechanics principles and advanced in electronics and electricity.

You have minimum Technical high school diploma or degree in Engineering, Economics or similar.

Language & IT skills

• Excellent English knowledge written and spoken
• Excellent Italian knowledge written and spoken

Excellent MS Office skills and SAP 

Location

Workplace is in Milano (MI)

What You Can Expect

We work as a team locally and across borders, we align to ensure full transparency, we take accountability for our deliverables, we act with high speed and continuously prioritize. Our work environment is informal and although we work with great dedication and high ambition.
We offer a “Carlsberg way” of working, continuous development and knowledge sharing cross markets.

 Interested?

 Please send us your CV with credentials in English using the form in our career page at

 https://www.carlsbergitalia.it/contatti/job-opportunities/

specifying as obj: Technical Service Specialist

 We look forward to your application and we will provide timely feedback to those who will be a part of our recruitment process.