Field Electrical Support Specialist

Job Description

Speria is seeking a talented and dedicated Field Electrical Support Specialist to join our

dynamic team in Brazil. The Field Electrical Support Specialist is responsible for delivering

exceptional customer service to clients within a designated region. This role involves

responding to customer inquiries, resolving issues, and working closely with other

departments and HQ to ensure customer satisfaction. The Specialist will also analyze

regional customer service trends, provide insights for improvement, and help implement

strategies to enhance the customer experience.

Speria is operating globally, this position requires business travel approx 40 % and fluency

in English.

Key Responsibilities:

• Customer Interaction:

o Handle dealers and customer inquiries via Ticket, in Zendesk CRM as the main tool

and if needed via phone, email, and chat promptly and professionally.

o Resolve product or service issues by clarifying the customer’s

complaint, determining the cause of the problem, and providing the best solution.

o Follow up with customers to ensure issues are resolved and they are satisfied with

the resolution.

o Escalate unresolved issues to higher management or HQ department as needed.

o Experience with automation systems and environmental controllers.

o Experience performing field maintenance, troubleshooting, and technical support

activities.

• Regional Focus:

o Understand the unique needs and challenges of customers in the assigned region.

o Adapt customer support strategies and communication styles to align with

regional cultural and linguistic differences.

o Monitor and report on regional customer service metrics and trends.

• Collaboration:

o Work closely with regional sales, marketing, and technical teams to ensure a

cohesive approach to customer service.

o Collaborate with the global customer support team to share best practices

and align on company-wide customer support standards.

o Participate in cross-functional meetings to discuss dealers & customer feedback

and improvement strategies.

• Documentation and Reporting:

o Maintain accurate records of customer interactions and issue resolutions in the

company’s CRM system.

o Generate regular reports on regional customer service activities, highlighting key

performance indicators (KPIs), challenges, and successes.

o Provide feedback to management on potential improvements to products, services,

or customer support processes.

• Continuous Improvement:

o Stay up-to-date with product knowledge, company policies, and industry trends to

provide informed support.

o Identify opportunities to improve customer support processes and contribute to the

development of new strategies and tools.

o Participate in ongoing training and development programs to enhance customer

service skills and regional expertise

Startdate: ASAP.

Compensation: Negotiable.

Skills & Requirements

Qualifications:

• Bachelor’s degree in electricity, Electronics, computer science or other related field,

or equivalent experience.

• 3+ years of experience in customer support, preferably in a regional role.

• Excellent communication skills, both written and verbal.

• Fluency in English is mandatory

• Strong problem-solving abilities and attention to detail.

• Familiarity with CRM software and customer service tools.