Job Responsibilities : Full Time Remote Service Customer Advocate (Hiring ASAP)
Salary : Competitive Salary
Company : Baker Hughes
Remote Service Customer Advocate
Are you passionate about being part of a successful global team?
Would you like to be part of a team delivering the latest products in the Energy Industry?
Join our Digital Solutions – Waygate Technologies team
The Customer Advocate team monitors the Remote Service Phone Lines and Case queue globally to support field service, customers, sales, and channel partners. The role is critical to ensure the timely assignment of Remote Service Experts to address down systems and ensure contractual time requirements are met for Remote Service Agreements.
Partner with the best
The Remote Service Customer Advocate (RSCA) supports Field Service Engineers (FSE), Channel Partner Service Providers (CPSP), and Customers and is the first contact for questions and issues related to all fielded Waygate Technologies products. Daily priorities will be set by the Waygate Global Remote Service Leader. In this role, you will follow defined tools, processes/guidelines, and escalation paths, meet day-to-day short-term objectives, and have the ability to resolve issues/queries through immediate action or short-term planning.
As a Remote Service Customer Advocate, you will be responsible for:
Acting as the single point of contact to the customer for timely and satisfactory resolution of a wide variety of issues/queries.
Working on incoming case queues in Salesforce and in the global phone system.
Initiating cases and completing case fields as needed before assigning Remote Service Engineers (RSE) to complete cases.
Being able to effectively handle queries from global customers and be knowledgeable of and sensitive to business, social and cultural issues significant to the customers.
Partnering with other RSCA across the globe in Europe, China, and the Americas to manage the RSE case backlog.
Initiating and following up on the issues/queries with the different departments until final resolution/answer and customer satisfaction.
Working very closely and globally with the RS team, FSE, and all other involved/required teams to ensure the best and timely manner resolution and/or follow/coordinate established escalation paths to support appropriately
Ensuring proper and clear documentation of all communications from and to customers also all relevant details for the customers and their issues/queries.
Being pro-active and reactive in communication to customers on progress, next steps, changes, and requirements.
Establishing weekly review agendas for various teams globally as well as mentor RSEs one- on-one as needed.
Interfacing with FSE team to ensure timely resolution of customer issues.
Building a strong relationship with the different internal teams and the customers.
Dealing with cross-transfer and coordinate case management with Customer Care.
Monitoring and reporting metrics and progress.
Being proactive and communicate to leadership where additional support is needed to obtain faster and better resolutions for customers.
Driving case closures as needed based on the RS Golden Rules.
Working schedule is rotational and coordinated with a partner that has the same role, typically alternating every 2 weeks the working hours of 8 am-5 pm Eastern Standard Time and 11 am to 8 pm Eastern Standard Time.
Working in the primary territory of North, South, and Central America.
Supporting CPSP program and other strategic partnership initiatives as directed by the Strategic
Fuel your passion
To be successful in this role you will:
Have significant experience in a technical supporting role or equivalent work experience in a Customer Support Role (Customer Care, Internal Sales, Sales, etc.)
Have oral and written communication skills in English required.
Have interpersonal skills, team-oriented with a willingness to work remotely in a global team.
Have skills in Microsoft Excel, Word, and PowerPoint.
Have a bachelor’s degree in Engineering or technical aptitude/background.
Have additional languages of Spanish, Portuguese, German, and others strongly suggested.
Have experience with SAP and Salesforce.
Have experience writing queries, macros, v-lookups, etc in Microsoft Excel.
Have experience interfacing with internal and external customers.
Have experience making quick decisions to adapt to any situation.
Have quality awareness and experience identifying future failures, defects, and problems.
Have structured work methods and analytical skills.
Work in a way that works for you
We recognize that everyone is different and that the way in which people want to work and deliver at their best is different for everyone too. In this role, we can offer the following flexible working patterns:
Working rotating schedule: Shifts 7 am CST to 4 pm CST. 10 am CST to 7 pm CST.
Two weeks at 7 am shift and then it would switch to 10 am shift for the next 2 weeks.
This will be discussed further upon hire.
Working with us
Our people are at the heart of what we do at Baker Hughes. We know we are better when all of our people are developed, engaged and able to bring their whole authentic selves to work. We invest in the health and well-being of our workforce, train and reward talent and develop leaders at all levels to bring out the best in each other.
Working for you
Our inventions have revolutionized energy for over a century. But to keep going forward tomorrow, we know we have to push the boundaries today. We prioritize rewarding those who embrace change with a package that reflects how much we value their input. Join us, and you can expect:
Contemporary work-life balance policies and wellbeing activities
Comprehensive private medical care options
Safety net of life insurance and disability programs
Tailored financial programs
Additional elected or voluntary benefits
With operations in over 120 countries, we provide better solutions for our customers and richer opportunities for our people. As a leading partner to the energy industry, we’re committed to achieving net-zero carbon emissions by 2050 and we’re always looking for the right people to help us get there. People who are as passionate as we are about making energy safer, cleaner and more efficient.
Are you seeking an opportunity to make a real difference in a company with a global reach and exciting services and clients? Come join us and grow with a team of people who will energize and inspire you!
Click on the button below to apply
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