Service Desk Technician

4 settimane fa

Modena, Italia Tetra Pak A tempo pieno

At Tetra Pak we commit to making food safe and available, everywhere; and we protect what's good - protecting food, protecting people, and protecting the planet. By doing so we touch millions of people's lives every day. And we need people like you to make it happen._

**Job Summary**:
Tetra Pak is on the brink of a revolution in customer support, and we're looking for dynamic individuals to lead the charge as the pioneers of the groundbreaking Tetra Pak Service Desk Are you ready to redefine the way we approach issue resolution?

The position is permanent and based in **Modena**.

**What you will do**:
In this role, you will lead the assessment of cases securing that all relevant information is collected at the first interaction. You will also lead the categorization and triage of cases securing that the issues are routed to the correct organization that will lead to its resolution.

You will have the chance to work with the newest technology and be part of a major change in the way Tetra Pak handles issues working in Next Generation Services.

**Main responsibilities**:

- Liaise with customers and Tetra Pak in the main area of Processing and Packaging.
- Lead the collection of all relevant information necessary for an efficient issue resolution.
- Lead remote interactions including but not limited to retrieve relevant issue information, adopting when necessary visual assistance tools, and verifying fulfillment of expectations prior to closing any support.
- Collaborate with the Global Remote Support team, Market Operation Team, Issue resolution team, development, and Automation competence networks.
- Identify opportunities for improvement of equipment reliability, availability and/or performance to add value to our customers.
- Ensure a continuous competence development, updates, and refresh on NPI and new service solutions, participate in internal project activities together with D&T, CIR, CSO, Market Operation and Automation P&SE.

**We believe you have**:

- Technical/engineering educational background
- Good technical background and a wide knowledge of equipment, in Packaging or Processing Area, with relevant certifications (‘+3 years' experience in Installations, maintenance and/or service work)
- Understanding of site operations including preventive and corrective maintenance.
- Can work under pressure and manage stressful situations confidently & effectively.
- Good awareness and appreciation of social and cultural differences
- Customer focus, able to develop an effective relationship and generate trust.
- Strong listening and communication skills.
- Proactive attitude and self-sufficient individual, ability to manage multiple cases at the same time.
- Organised, with documentation skills
- Fluency in English, both written and spoken
- Willingness to work on shift plans and weekend duty

**We Offer You**
- A variety of exciting challenges with ample opportunities for development and training in a truly global landscape
- A culture that pioneers a spirit of innovation where our industry experts drive visible results
- An equal opportunity employment experience that values diversity and inclusion
- Market competitive compensation and benefits with flexible working arrangements

**This job posting expires on 2024.03.01**

To know more about the position contact Thomas Aul at +49 15 11 20 594 72

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