Job Summary
We are looking for a Service Engineer to join our local Consumer Care Team. This role is essential in ensuring product quality, managing technical content, and following-up new projects for our market. The successful candidate will support initiatives and propose actions to provide an outstanding consumer experience and assure cost excellence, driving continuous improvement in our products, services and processes.
Key Responsibilities
Monitor and analyze product quality issues reported by consumers, service technicians, and other stakeholders. Track quality performance metrics and field information accuracy Collaborate with cross-functional teams to address and resolve quality issues, ensuring continuous product improvement. Follow-up field issues and work as an interface between plants and service partners Develop, maintain, and update technical documentation, including service manuals, troubleshooting guides, and training materials. Ensure all technical content is accurate, user-friendly, and reflects the latest product updates and service procedures. Support new product launches by ensuring that all technical content and service processes are in place and up to date. Collaborate with product development teams to stay informed of upcoming product changes, new features, and enhancements. Provide feedback and propose improvements to new projects based on field service data and consumer feedback. Lead the implementation of new service initiatives aimed at improving performance metrics such as first visit resolution and repair cycle time.Qualifications
Bachelor’s degree in engineering or a related field with relevant experience.
3+ years of experience in technical and / or after sales role with a focus on product, service and customer experience.
Strong analytical skills with the ability to identify trends and propose data-driven solutions.
Excellent technical writing and documentation skills.
Fluent in Spanish and English
Availability to travel
Preferred Qualifications
Experience in the white goods and appliances industry.
Familiarity with consumer care metrics such as NPS, service call rate, and warranty costs.
Knowledge in refrigeration systems.