We are seeking a highly versatile and skilled individual to fill the role of a Technical Field Representative for our BFT brand, access products. https://www.bft-automation.com/en_US/
This position requires a unique blend of technical expertise, problem-solving abilities, excellent communication skills, and a passion for teaching others. The successful candidate will play a pivotal role in providing exceptional technical support to our customers, resolving on-site issues, and conducting training sessions both on-site and remotely.
- Technical support & internal product support by phone, emails, and web cases through Salesforce
- Provide step-by-step instructions to fix technological issues
- Travel to customer locations on-site to install, configure, and troubleshoot BFT products.
- Access instruction manuals to help users utilize their software or hardware properly
- Acquire and transfer product knowledge (wiring instructions, product specific functions) to sales managers and customer.
- Handle customer complaints provide appropriate solutions and alternatives within the set time limits and follow up to ensure resolution.
- Build sustainable relationships of trust through open and interactive communication by actively listening and asking the right questions
- Accurately gather and record customer information, issues, and solutions using Salesforce and other software
- Conduct trainings for customer and internal team in person and virtually
- Follow standard operating procedures to maintain a consistent number of open/closed tickets and ensure adherence to established service level standards
- Work with Technical Support manager to ensure and find solutions to more complex issues
- Perform other duties assigned by the Technical Support Manager
Requirements
Education/Experience:
- College or Bachelor’s degree and/ or proven career path to excellence in customer support
- Past experience in a technical support role or field service role
- Access control and Automation experience is an asset
- Tech savvy (Android, IOS, Smart Home Technology)
- Proficiency in Windows and Office 365 suite
- Fluent in Spanish and English language for speaking and writing
Qualifications:
- Mechanical/electrical aptitude and ability to use tools
- Knowledge of communication protocols is an asset (RS485, RS232, WiFi, etc.)
- Excellent written and communication skills, and ability to communicate to all levels of the organization and external customers
- Exceptional organizational skills and ability to prioritize, work with competing deadlines, and ability to adapt to change.
- Proven experience with problem solving skills to deliver highest level of service excellence
- Ability to work both independently and as part of a best-in-class team
- Self- motivated, ability to thrive in a fast- moving, and constantly evolving environment
- Enthusiastic about delivering an exceptional brand experience and passionate about customer satisfaction and loyalty
- Ability to multi-task, prioritize and manage time effectively
- Strong phone skills and active listening
- Accept constructive criticism and customer feedback regarding their experience
- Positive attitude, willingness to learn, team player, outgoing, patient, and genuine
- Experience with CRM systems and practices (Salesforce, SAP)
- Bilingual (Spanish/English) is a plus
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SOMFY Group
As the preferred partner for window and door automation, SOMFY is committed to inspiring new and better ways of living for all.
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