Job Description

Consumer Care/Customer Care

Permanent

At Electrolux Group, a leading global appliance company, we strive every day to shape living for the better for our consumers, our people and our planet. We share ideas and collaborate so that together, we can develop solutions that deliver enjoyable and sustainable living.

Come, join us as you are. We believe diverse perspectives make us stronger and more innovative. In our global community of people from 100+ countries, we listen to each other, actively contribute and grow together.

Join us in our exciting quest to build the future home!

Technical Service Trainer & Claim Validator Specialist.

At Electrolux, we are on a journey to provide our consumers, a simply outstanding experience in Taste, Care and Wellbeing. We are now embarking on a digital focussed training journey, and we are looking for a great technical trainer to join us.

Objective:

As the Technical Service Trainer you will localize and develop engaging product service training material, developed by EMEA central training team.

You will ensure organizational readiness for product launch by localizing, tailoring, developing and deliver digital and classroom training, for the service organization, instilling competence and confidence to successfully deliver a simply outstanding consumer service experience.

In detail you will:

• Localize, tailor and develop country specific (digital and analogue) technical service, product and soft skills training material, for the target groups (Service Technicians, Contact Center Agents, Spare parts specialists) based on the master training material from the EMEA central training team.
• Build local training calendar in accordance with product launch plans.
• Deliver training via webinars, virtual classroom, recorded videos, eLearning and classroom in accordance to the local training plan using the developed tools and platforms.
• Cultivate a network of subject matter experts throughout the organization to ensure outstanding training, empowering our employees and partners to deliver a simply outstanding consumer experience.
• Actively engage in the Trainer community for best practice seeking and sharing.
• Capitalize on and drive utilization of digital learning technologies eg. mobile learning, video, gamification, eLearning, webinars, etc.
• Continuously drive, engage, monitor and activate the community of service technicians, spare part specialists and contact center agents in online training through our online training platforms.
• Train and support Service Providers to company systems related with consumer service administration. TDS, REGULUS, Sanity, Sidekick PC, etc.
• Manage Spare parts and monitor service contractors inventory of parts and accessories, follow spare parts prices on the market.
• Review consumer claims reports to company systems according quality, controlling and auditing rules.
• Report on QES system and to follow up Service call rate
• Monitor the main KPI’s of the consumer care and establish action to improve it.
• Coordinate with Consumer Service Technicians, IT, Product marketing and Sales.

You will be based in Tallin and report to Peace of Mind Sales and Services Manager

Competencies & skills needed:

• At least 2 years of experience in product training or in a service minded organization.
• Experience in home appliance service is a plus
• Knowledge of Service techniques
• Digitally savvy, very good knowledge of MS Office, Excel, Word, Power Point.
• Driver’s licence
• Strong networking skills, team player and comfortable in dealing with people with different backgrounds.
• Excellent communicator and presenter, including online presentations
• College degree on Business Administration or Engineering-nice to have

Languages: Fluent in Estonian, very good level of English and Russian.

Some of the local benefits include:

• Allowance for sport' s activities or health insurance
• Employee discounts on products: one item from each product category per year
• Work anniversary gifts (15, 20, 25 years)

As part of Electrolux Group, we will continuously invest in you and your development. There are no barriers to where your career could take you.