Service Quality Specialist at Haier Europe

Vimercate, Lombardy, Italy -

Full Time

Start Date

Immediate

Expiry Date

12 Aug, 26

Salary

0.0

Posted On

14 May, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical Support, Troubleshooting, Product Exchange Authorization, Quality Reporting, KPI Analysis, Cross-functional Collaboration, Excel, IT Tools, Analytical Thinking, Active Listening, Italian Language, English Language

Industry

Manufacturing

Description

Job Posting Title Service Quality Specialist The challenge An exciting opportunity has arisen to contribute to Haier Europe. The Company is on a journey to achieve ambitious growth and leadership objectives in the region, and we are seeking someone passionate, proactive, self-driven, and motivated to join a team of open-minded individuals. We are looking for someone who embodies the Company’s core behaviors, based on our Own It model : Zero Distance, Agility, Entrepreneurship, Ecosystem and Build Trust. A true change agent who acts with integrity, collaborates across boundaries, adapts quickly, takes initiative and keeps users at the center — fostering an open, innovative, and high-performing environment. What you will do We are seeking a Service Quality Specialist to join our Italy Service Operations team. You will act as the primary technical reference for our Authorized Service Agents (ASA) and Internal Field Technicians. The role involves managing product exchange authorizations, performing deep-dive analyses for the Service Quality HQ, and supporting the Internal Field Technicians, ensuring the highest level of service delivery to maximize the Customer Satisfaction Index (CSI). Technical Support to Service Network (Technical Hotline) Provide expert technical assistance to the Authorized Service Agents (ASA) network across Italy. This includes managing real-time troubleshooting via the Technical Hotline and conducting in-depth analysis of complex cases through a shared mailing system, ensuring high-level technical guidance is provided to resolve difficult repairs. Product Exchange Authorization Evaluate Product Exchange requests submitted by the service network by strictly assessing technical criteria and company policies. You will authorize product substitutions only when necessary, ensuring every decision is aligned with internal procedures and technical standards. Quality Reporting & Coordination with Service Quality HQ Coordinate with the Service Quality HQ by conducting "deep dive" investigations on specific cases in the Italian market. You will feed the central team with detailed data and "Early Warnings" regarding emerging defects, performing on some specific returned product technical inspections. Internal Field Technician Support (Pre-Intervention) Proactively prepare daily interventions for Internal Field Technicians to guarantee a First Time Fix (FTF). This involves analyzing cases in advance, preparing technical notes and spare parts list to maximize efficiency and the Customer Satisfaction Index (CSI). Technical Support to Customer Care Collaborate with the Customer Care department as a technical advisor, assisting the team in resolving critical or complex customer issues that require specific technical expertise and cross-functional handling. What you need to succeed Must have Professional Experience: Proven experience such as technical support preferably in the household appliances sector or technician in the field Education: Technical degree, bachelor or equivalent Technical skills: Technical Background: Strong knowledge of the Home Appliances sector, specifically MDA (Major Domestic Appliances) and SDA (Small Domestic Appliances). Cross-functional Collaboration: Ability to support the Customer Care department with technical insights. Good knowledge of Excel and IT tools Analytical ability to evaluate trends and KPIs Soft skills: Autonomy & Organization: Ability to independently organize the daily workload and prioritize tasks without constant supervision. Agility: Capable of switching rapidly between different problems and communication channels (phone vs. email) while maintaining focus and accuracy. Empathy: Strong capacity to put oneself in the shoes of the counterpart (technician, ASA, or internal colleague) to provide immediate, supportive solutions. Active Listening: Excellent listening skills to quickly grasp the core of the technical issue and guide the counterpart effectively. Languages: Italian & English both written / spoken #LI-MV1 Haier Europe is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, or other characteristics protected by law. Haier Europe is part of the Haier Smart Home, the No. 1 company globally in major appliances and among the Fortune's Global 500 and World's Most Admired Companies. Haier Smart Home has a network of 10 R&D centers, 71 research institutes, 35 industrial parks, 143 manufacturing centers and a sales network of 230,000 nodes around the world. We are the world's only IoT Ecosystem Brand that has been ranked in the Kantar BrandZ Top 100 Most Valuable Global Brands for 5 consecutive years. We also ranked as the #1 Global Major Appliances Brand according to Euromonitor International for 15 consecutive years. In 2023, we achieved revenues of approximately € 33.6 billion. In Europe, under our high-end brands, including Candy, Haier and Hoover, we are designing the new era of living by offering our household solutions and scenarios to over 45 markets in Europe and beyond. Haier Europe is headquartered in Vimercate (MB), Italy. More information is available on corporate.haier-europe.com.

Responsibilities

Act as the primary technical reference for Authorized Service Agents and Internal Field Technicians to maximize customer satisfaction. Responsibilities include managing product exchange authorizations, conducting deep-dive quality investigations, and providing technical guidance to Customer Care.