Digital/Electrical Technical Product Specialist
Imagine a home where your roof windows automatically let in fresh air. Your blinds automatically lower on a hot afternoon – and smart censors monitor the temperature, humidity and CO2 level. Imagine you open your roof windows with a push on a switch or your phone. We created a smart home solution for all of this. We call it VELUX ACTIVE and more digital/electrical products are being introduced.
Right now, we are looking for a new colleague, with a few years of experience, who wants to take the overall responsibility for supporting our different levels of support functions with training, tools and insights. Is that you?
This position gives you a great opportunity to activate your technical skillset by technical market support on electromechanical and connected products, ensuring that our end users always get the best support and service experience possible. Most of your time will be dedicated to 3rd level market support, Q&As and training of support staff. You will also handle the support with external partners of online services for both the B2B and B2C markets. To achieve this, you will set requirements to and continuously come with input to improve products, updates and services via data reports from connected products/services.
You will become the voice of the customer/product owner in R&D agile projects with internal and external partners and you will use your skills in IoT data treatment to work fact based and able to prioritise between the tasks. You will work in a complex stakeholder network, combined of both internal and external stakeholders, from product development, external partners as well as the national VELUX Sales Companies.
Among other tasks you will:
- Manage and continuously develop the training, increasing the knowledge level in support functions
- Actively use data to ensure the best possible support, updates and products
- Follow up on performances via our service tools Servicenow and SAP C4C ticket systems
- Generate relevant reports for the management and other stakeholders
- Coordinate releases and updates
You are a digital savvy with 1-5 years of experience within market support who loves being up to date with the newest technology and you probably already have some of the newest gadgets in your own home. Furthermore you have a strong drive to achieve great results through cross-organisational collaboration, and you dare to challenge the status quo through strong communication skills, data analysis, technical understanding and focus on continuous improvement of the support function, taking the local support teams to the next level.
You also bring:
- A few years of experience from a position involving market support, training, project management, IT support management or similar
- Understanding of apps, connected products and service – maybe you also have experience with IoT products commercially
- Understanding of IOT BIG data sets and how to use these actively working with data scientists
- Full professional proficiency in English and Danish in both speech and writing
In addition to operating at a highly professional level at our Head Office in Hørsholm, you will find a vibrant culture based on thoroughness, mutual respect and a strong commitment. We work as one team to reach our ambitious goals. The team is characterised by an informal tone and a healthy sense of humour. We believe in empowering people, and we support this through sharing knowledge, delegating responsibility, and investing in people who strive to make a difference. The VELUX Group offers exciting challenges, great opportunities of influencing your own development with competent and committed colleagues.
”You will become part of a digital transformation, where VELUX adds Internet of Things products to the VELUX roof windows and accessories and operates live updated connected products with external partners,” explains Christian Dalsgaard Johansen, Global After Sales Service Manager, After Market & Service.