Service Quality Specialist

Position Requirements:
Thrive in a multi-disciplinary technical environment and enthusiastic about improving Service Quality within diverse organization. Passionate about Service processes and willing to make strong impacts in quality and customer satisfaction.

Position Objective:
Improve our customer success by identifying and driving to closure Field Service Quality improvements.

Responsibilities:

• Be the Customer Allegiance Score advocate delegate for the division and own the related processes.
• Provide reports, analysis and feedbacks on the Field Quality, leading indicators and key performance indicators.
• Act as a subject matter expert in the Field Service Quality.
• Find opportunities for improvements in our Service Quality. Propose plan and lead actions.
• Lead investigations and root-cause analysis, and guide resolution of complex or critical problems and ensure CAPAs / Field Corrective Actions are effective.
• Collaborate with cross-functional teams to drive continuous improvement. Be the reliable link between our Operations and our Service teams.

Competencies:  

• Deep understanding of Field Services processes
• At least 2 years of experience with data analysis
• Strong SQL and (DAX) Power BI knowledge
• Technical background preferred
• English fluent, Czech is a big advantage
• Customer and quality focus
• Strong communicative and multicultural interaction skills
• Planning / organizing, prioritizing and goal setting
• Dealing with ambiguity
• Systematic problem solving
• Holistic thinking, approaches

How do we motivate you?

• Work with us and be an important part of a company developing cutting-edge technologies for a scientific customers worldwide
• Brand new Hackerspace room equipped with VR headset, Recording studio for your videos, music or podcasts, Lego Mindstorms, 3D printer, Arduino and much more!
• Flexible working hours to better balance your personal life. 25 days of vacation and 5 sick days/year.
• Possibility to combine work from site and home office after probation period (usually 1 day per week)
• Specific trainings for your new role designed by manager including English lessons, Czech lessons are possible. You don't have to worry about learning things without any support.
• Financial benefits - annual bonus, pension insurance allowance, possibility of life or health insurance for better prices
• Mobile tariff for you and family members for great prices
• Free Multisport card
• Meal allowance and company canteen with free fruit or vegetables every day
• Modern work environment including relax zones, gym, outside playground and massages in the building
• Open and friendly company spirit - we have a company rock band, various sport teams etc.