Every day, we get opportunities to make a positive impact – on our colleagues, partners, customers and society. Together, we’re pioneering the solutions of the future and unlocking the full potential of precious resources. Trusted to act on initiative, we challenge conventional thinking to develop world-leading technologies that inspire progress in vital areas, including energy, food, water and shipping. 

As we push forward, the innovative, open spirit that fuels our 140-year-old start-up culture and rapid growth also drives our personal growth. So, as we shape a more resourceful, less wasteful world, we build our careers too.

About the job

As an integral member of our team, you will play a pivotal role helping customers with technical operational issues by operating Digital Solution Center (together with Digital Service Coordinators). You will have the opportunity to execute services according to digital service catalogue on specific products, modules and systems, contributing to the overall success and growth of our organization.

This role is based in City, STATE.

As a part of the team, you will: 

• Responsible for executing and providing technical support to customers: remote commissioning, installation inspection, testing, repairing and maintaining as well as condition monitoring and energy audits on products, modules and systems at customer site and remotely.
• Help customers to identify the needs, and perform remote troubleshooting, identification, and analysis of the customer’s equipment (DEC/HSS/GPHE) problem.
• Troubleshoot, investigate, and resolve customer equipment technical problems remotely.
• Monitor the connected equipment and proactively support customers remotely and prepare monthly status reports for customers.
• Act as back up for Digital Service Coordinator to perform weekly status check on connected equipment.
• Support Digital Service Coordinator with technical expertise for them to plan and prepare the digital services.
• Receive training and deploy customer centric experience, give feedback to service sales team and continuous improve customer interaction in the digital arena.
• Open and handle customer cases in case management tool.
• Prepare service report along with observations & recommendation based digital services provided to customers.
• Support field service technicians before/during/after performing field service at customer site.
• Communicate equipment related changes and technical upgrade to customers.
• Train customers on product and operation of equipment remotely.
• Report unsafe practices, incidents, and work for continuous improvement.
• Support and teamwork with the marketing team to promote Digital Services on social media and internally.
• Proactive service advice to customers relating to the 360 service portfolio. Identify upgrade opportunities and communicate to sales organization.
• Update equipment and customer info in Installed Base when discover discrepancies.
• Be able to work on weekdays and weekends on a rolling schedule if required.
• Travel occasionally up to 25% for training and team meetings.

What you know:

You are currently pursuing bachelor's degree in engineering or related field, and:

• Be solution driven and focus on achieving results and ensure that key objectives are met.
• Take responsibility for actions with a ‘can-do’ attitude.
• Influence events actively and make tough decisions when required.
• Identify urgent decisions and make decisions under pressure.
• Take calculated risks on the basis of adequate information and analysis.
• Be able to help customers identify their needs and explain technically complex topics so it is easy for customers to understand.
• Understand service customers’ needs on a basic level.
• Put the customer first and be eager to please them in line with company standards.
• Good reporting and documentation skills.
• Excellent communication and interpersonal skills to engage effectively with customers.
• Strong desire to provide quality service with a team approach to achieve customer satisfaction and build / maintain relationships.
• Ability to work independently and collaboratively in a dynamic team environment.
• Attention to detail and strong organizational abilities to manage multiple cases simultaneously.
• Experience of working in case management and planning tools is a plus.
• Experience of utilizing Microsoft Office tools (Project, Excel, SharePoint).

At Alfa Laval, we pride ourselves on creating an inclusive and dynamic workplace that values diverse perspectives and experiences. While we typically welcome applicants from all locations, currently, we are prioritizing candidates who reside in the US or have an established presence in the area.

What’s in it for you?

At Alfa Laval, we carefully consider a wide range of compensation factors to determine your compensation. We rely on market indicators to determine compensation and consider your specific job family, background, skills, and experience to get it right. These considerations can cause your compensation to vary and will also be dependent on your location. The hourly rate for this role is $22 - $27 USD per hour.

Alfa Laval is an equal opportunity employer. We are committed to building an inclusive and diverse workforce. All employment is decided on the basis of qualifications, merit, or business need, without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

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