Lead Customer Experience Engineer

hace 3 semanas

Madrid, España Signify A tiempo completo

Madrid, Spain

Category

Service

Posted Date

12/11/2023

Job Id

346378

We’re looking for a **Lead Customer Experience Engineer **to join our** Installer Engagement **team in **Madrid.**

Working for Signify means being creative and adaptive. Our culture of continuous learning and commitment to diversity and inclusion creates an environment that allows you to build your skills and career. Together, we’re transforming our industry.

As the world leader in lighting, we’re constantly ahead of the curve. Through our leadership in connected lighting and the Internet of Things, we’re breaking new grounds in data analytics, AI, and smart homes, offices, cities and more

Signify is one of the few companies in the world to achieve carbon neutrality and our next sustainability goals are even bolder: doubling our positive impact on the environment and society by 2025.

As a Lead Customer Experience Engineer you’ll be responsible for supporting our lighting installers across Europe with product advice and technical questions, turning customers into fan of the Signify brand.

We’re on the lookout for forward-thinking innovators with a passion for sustainability. If you match this description, get in touch

**What you’ll do**
- You will lead and coordinate day to day customer service operations, enabling the customer care team to achieve the agreed service levels at high customer satisfaction.
- You guide installers choosing and using our lighting products. You provide product recommendations or answer technical questions if they cannot be solved by 1st line care team.
- You provide regular training and advice to 1_st_ line customer care team to improve their knowledge and skills. You drive availability of customer care content. You are championing customer care knowledge sharing. You contribute tips & tricks that we can share as self-help with our customers (lighting installers) and you contribute to the support knowledge base that help the 1_st_ line team provide fast and accurate resolution “first time right”.
- You are in touch with the local customer satisfaction teams throughout Europe if local/onsite support is needed on complex technical issues. You love to connect with likeminded experts across multiple countries to address day to day customer care needs.
- On regular interval, you act as 1st line Customer Care Representative and take calls /chats, to stay in touch with the 1st line work.

**Your qualifications**
- You have minimum 5 years work experience including 2 years experience as electrical engineer or installer (or equivalent technical background). You are eager to understand installation issues, propose solutions or alternatives when difficulties happen.
- You have a customer focus mindset and are an active listener always driving to understand the customer’s needs. You are adaptive and collaborative to address the customer needs in collaboration with other teams.
- You are comfortable using modern digital platforms. You love learning new skills and growing your expertise, keeping up to date with technology changes and introduction of new products.
- You can demonstrate your experience or affinity with working with an international team and are comfortable with English as the company language.
- A good communicator with a high level of customer focus, who enjoys personal interaction and relationship building with key customers on routine service matters.
- Self-motivated with good organizational/time management skills
- A methodical approach to problem solving. Proficient English Skills

**What you’ll get in return**

We’re offering multiple opportunities for career development, like mentoring, coaching and stretch assignments, with strong international exposure for dynamic profiles. Learning is fundamental to our culture. Through continuous learning, we are transforming the industry. You have the chance to learn every day, acquire new skills and perspectives through customized online programs, and on-the-job experiences.

See #SignifyLife through the eyes of our employees

**Who we are**

Signify is the world leader in lighting. We provide professional customers and consumers with quality, energy-efficient LED lighting. And our lights, when connected, bring data to devices, apps and people - redefining what light can do and how you use it. Today, our innovations, such as LiFi - internet connectivity through light - and UV-C, solar and horticultural lighting, contribute to a safer, smarter, more sustainable world.

We’re operating in 74 countries with 32,000 people worldwide.

**What you’ll get in return**

We’re offering multiple opportunities for career development, like mentoring, coaching and stretch assignments, with strong international exposure for dynamic profiles. Learning is fundamental to our culture. Through continuous learning, we are transforming the industry. You have the chance to learn every day, acquire new skills and perspectives through customized

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