Tetra Pak Looking for Remote Support Specialist at Hamilton, Waikato Full Time

Job Summary

We are building a new team and we need you! At Tetra Pak we have built our brand on a commitment to innovation, customer focus, respect for the environment and social responsibility. Our vision is that “We commit to making food safe and available, everywhere”
Do you want to be part for this journey? Then we would like to talk to you and explain more about a new role in a completely new team and how you can contribute.
In the role as a Remote Support Specialist, you will work as an individual contributor with colleagues from all over the world to develop next generation service operation for Remote support operation.
Your work will be important not only to protect food but to also secure the equipment’s length of service.The vision for the team is to enable growth for our Customers and Tetra Pak.
A typical day would see you providing service support from our office location, without the need to frequently travel to customer sites.
This position can be based in either our Melbourne Australia or Hamilton New Zealand office.

What you will do

• Lead assessment of an issue & evaluate the complexity. Deliver remote support service when the issue is solvable remotely, otherwise manage the triage to the appropriate receiving units in case it is not solvable remotely.
• Lead issue resolution remotely via phone, chat and email, for Customers and Tetra Pak field force, in the area of packaging, processing and automation, for low / medium complexity with potential contractual liability.
• Lead remote interactions including and not limited to, solving the issue, adopting visual assistance tool, capturing resolution/steps taken to troubleshoot, providing a report, verify fulfilment of expectations prior to close any support.
• When required, lead the remote resolution of the issues by engaging the competence networks of Service Engineers and SySu/Automation Specialists, or handover the cases around the clock in the hubs, if not solved.
• Support identification of opportunity for improvement of equipment reliability, availability and/or performance, and promote generation of sales opportunities.
• Ensure a continuous competence development, updates and refresh on ‘new product introduction’ and new service solutions, participating in internal project activities together with relevant teams (D&T, CIR, Automation P&SE.)
• Support and/or coach individuals and teams to effectively apply the Problem-Solving Methodology.
• Act as an ambassador for Tetra Pak at all times, ensuring good working relationships with the customer and your colleagues and ensure our reputation is sustained
• Complete all work in accordance with Tetra Pak and Customer safety regulations and requirements, and in accordance with Tetra Pak standards and requirements regarding product quality and food safety. Escalate all discovered food safety, quality assurance and regulatory issues.
• Deliver on KPI’s that focus on productivity, customer satisfaction, 24/7 resolution rate, average time until case resolution and contribute to our sales opportunities based on insights from remote support service.

We believe you have

• Customer focus, and ability to develop an effective relationship and earn trust.
• Strong communication and listening skills.
• Experience in customer facing discussions & leading teams would be an advantage
• A proactive & self-sufficient approach when taking on day-to-day challenges,
• The ability to manage multiple cases at the same time.
• Analytical ability & disciplined troubleshooting skills.
• A willingness to adapt to a remote work environment to support peers.
• A Strong technical background and a wide knowledge of Tetra Pak equipment
• Relevant certifications and completed training
• Knowledge of preventive maintenance and/or repair work of Tetra Pak filling machine equipment
• Site operation experience including corrective maintenance, set up of basic conditions, software debugging, connectivity, and condition monitoring solutions.
• Knowledge of company e-tools, applications, software, and any digital solutions.
• Business acumen to generate sales opportunities, and an ability to negotiate on technical issues with customer
• A desire to continue to learn & an interest to forge a challenging career in service delivery