Customer Experience Technician

4 months ago


Auckland City, New Zealand Fisher & Paykel Appliances Full time

The Role

Delivers a brand-aligned seamless experience to all customers influencing enduring customers that increase market share and profitable growth in the short and long term.

Technical Service Operation
- Keeps current with knowledge of all products and their technical capabilities through training, service manuals and other available content.
- Delivers to service levels and key performance indicators (KPIs) as per operational service standards.
- Ensures service van is continuously stocked with spare part inventory to enable first time service resolution.
- Accurately evaluates product faults to determine the course of repair work and its estimated cost to the customer.
- Acts on repairing product faults, (of customer approved estimates), and ensures full and final test of product to assure first time, quality resolution.
- Ensures an accurate capture of service faults to enable robust measures for product continuous improvement.
- Collects, banks and accurately reconciles all monies, direct from customers, against service records.
- Performs product installations and changeovers as per planned requirements.
- Role models F&P’s brand values and step up behaviours.
- Contributes to continuous improvement of the customer experience service operation.
- Ensures all activities of the customer experience service operation is performed in compliance with country, state, and federal regulations and, laws governing business.

Health & Safety (H&S)
- Take all practicable steps to ensure their own safety at work
- Ensure that their actions or inactions don’t cause harm to any other person
- Follow all safety instructions and report all hazards and incidents in the workplace.

Fisher & Paykel is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, or other characteristics protected by law.



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