Role profile
| Role title: Field Service Support Engineer | |
| Reports to: Field Service Support Team Leader | Location: Athens |
| Role purpose: The role is responsible for the effective and efficient trouble shooting processes in the Field (Customers’ Homes.), providing guidance & support to the customer ensuring high quality of service delivered. | |
| Key accountabilities and decision ownership:
* Identify, resolve and/or escalate technical issues related to faults /patching. * Resolve escalated issues/questions of Customers with speed and professionalism. * Co-operate with other Engineers/Team Leader & departments in order to identify risks & opportunities and increase operational effectiveness. * Promote VF products in order to provision better services |
Core competencies, knowledge and experience:
* At least 2-year experience in a technical support department. * Excellent communication skills. * Strong customer oriented attitude. * Problem solving skills. * Take initiative, being alert, have a sense of urgency. * Adaptability to changing conditions, work priorities and organizational needs. * Good knowledge of fixed products and services. |
| Key performance indicators [max 3]:
* Qualitative: Net Promoting Score * Quantitative: Average Handled TTs * Qualitative: Visits effectiveness & accuracy
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Must have technical/professional qualifications:
* At least Technical Institution degree. * Very good knowledge of Greek and English language (oral and written). * Good knowledge of MS Office Suite (MS Excel, MS Word etc.). * Desired relevant experience as Field Service Engineer. * Very good knowledge on xDSL (Pots/Voip) / FTTH technologies.
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Contact Person: Dionysis Valeris, dionysis.valeris1@vodafone.com