Warranties & Technical Support Administrator

AHI Carrier SEE, a Carrier Corporation Joint Venture Company, authorized for the distribution of

Carrier and Toshiba HVAC products in SEE region with a leading position in heating, ventilation and air conditioning systems seeks to hire for its offices in Athens:

Warranties & Technical Support Administrator

The main purpose of this position is the warranty processing of the Residential & Light Commercial units up to btu (e.g. single split unit, wall-mounted, cassetes, ducted, floor-standing, ceiling, multi-split units) and to provide technical support for this product range.

Core responsibilities
:

Warranties:

• Control all warranty claims regarding the RLC equipment for all AHI CSEE through the Warranties WEB application and the CRM
• Communicate with end customers to resolve any cases that cannot be accomplished through the WEB app & the CRM
• Daily supervision and guidance of the subcontractors' activities regarding the warranties duties. Resolution of "difficult" cases or critical issues.
• Responsible to implement all the suggested by the factories actions related to epidemic quality issues (software updates, parts replacement etc.)
• Evaluate the number of the sold RLC units & the FFR (Field Failure Report) and maintain lists with the minimum spare parts stock
• Monthly reports
• Customer warranty claims
• Warranties cost analysis per equipment type
• Handle returned units under DOA (Dead on Arrival) and warranty policy

Technical support:

• Technical support for RLC units to all stakeholders: service subcontractors, distributors, dealers, service internal & outsourced, sales dept. & end customers
• Communicate with the factories' engineering teams regarding any technical issue that cannot be handled locally
• Investigate and report all potential quality and technical issues. Help factories to improve the quality of products. On-time delivery of technical information like follow-up factories bulletins and inform colleagues & subcontractors for potential quality issues, difficulties on troubleshooting or installation
• Daily supervision and support of the service subcontractors
• Maintain an up-to-date common folder with all the technical documentation of the RLC products in coordination with the factories & the sales dept.
• Organize technical training sessions at least once per year for the service subcontractors & prepare technical presentations.

Qualifications:

• Graduated in refrigeration or mechanical/electrical engineering either from a vocational technical school or a technical university/technical educational institute is a prerequisite.
• 2-4 years of professional experience as technical support within the service department of a multinational organization in the HVAC or refrigeration industry.
• Excellent command of English language, both verbal and written.
• Strong MS Office knowledge, excellent skills in Excel.
• Previous experience in problem-solving using technical manuals, as well as in researching and selecting technical spare parts, will be considered an asset.

Skills:

• Professional Ethics:
  protection of confidential information and demonstration of professional and ethical behavior and integrity to colleagues and associates.
• Results orientated:
  achieving results by showing perseverance and dedication. Ability to effectively manage time and meet deadlines.
• Logical and analytical thinking, attention to detail and problem-solving ability:
  recognises the deeper causes of problems, asks the right questions to understand the situation, and calculates the magnitude of situations quickly and efficiently.
• Work under pressure:
  able to deal with constraints and try to meet difficult demands created by the context, with variables such as time, resources and expectations, that requires an intense, focused response.
• Organisational skills:
  organisation and execution of tasks, methodically and within a time schedule, as well as the integration of new goals and responsibilities, whenever necessary, with flexibility.
• Developed communication skills & customer-centric perception at all levels:
  oral and written communication of views and concepts with precision, clarity and persuasion, fast and effective listening and answering questions and requests of colleagues and partners, as well as the development of constructive working out of business.
• Business acumen:
  understands the most important issues of the company and the project / process in which he/she is involved. Correctly evaluates the consequences of new information or events and recognises alternative solutions to problems, evaluates ways of action. Understands the direct and indirect consequences of business decisions.
• Team spirit
  : developing and encouraging a spirit of cooperation and teamwork through communication, participation, support and information for colleagues and associates.

We provide equal opportunities in a dynamic multinational environment, offering competitive compensation and benefits package and a modern and pleasant working environment, along with thorough training and support.

If you are the person we are looking for, don't hesitate to click apply