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Monitoring Technician

Requisition ID:  20417
Job Location(s): 

Baltimore, MD, US

Job Description

This position is responsible for establishing and maintaining a profitable relationship with customers on behalf of the company by taking personal and complete responsibility for each customer account as assigned. Along with ensuring that all customers’ requirements and needs are completely met.
You and the team are responsible for supporting the company vision and mission! Therefore extreme tact, sensitivity and professionalism the fullest are necessary as you will have daily contact with customer and will be a direct influence on their satisfaction
.

Job Responsibilities

The Monitoring Technician, as an intrical part of the DES Team is responsible in meeting all team, department and company objectives. Including but not limited to:
Understanding DANFOSS ‘Easy to Do Business With’ while ensuring outstanding ‘Customer Experience’
Guarantee satisfaction and value for our Customers
Contribute to a work environment that fosters pride in being part of a winning team while promoting personal growth
Maintain personal productivity and quality standards
Ensure that DES meets Customer SLA for alarm handling time.
Escalate to DES Supervisor recommendations on reducing alarms, repeat alarms or problem sites so situation can be addressed for a better Customer Service experience.

Background & Skills

The ideal candidate possesses these skills. 
1 – 5 Years Work Experience preferred; 1 - 3 years Call Center Experience preferred.
Extreme attention detail  & Ability to Multitask
Able to work on deadlines
Professional Communication both Written & Verbal
Relationship Building Skills with Customer Focus
Ability to accept and grow from Constructive Feedback
Microsoft Office Basic Knowledge Preferred
Exceptional Phone, Email and Customer Communication Skills
Positive, Enthusiastic team focused attitude
Communicate with customers alarms on the grid, explaining to them what the alarm means, where it is located on Site and the criticality of the alarm.
Act as liaison between DANFOSS TSO team, contractor, Store management and Corporate Managers.
Answer phones and all customer communication in a timely, friendly and thorough manner.
Communicate with quality/technical representative regarding customer quality concerns
Resolve Customer Issues promptly with a Customer Focus approach at all times
Support DES Colleagues / Team as needed to ensure team is able to meet yearly KPI’s and overall Customer Satisfaction.
Provide various other DES duties as requested by members of the DES team,  Management, and the Company Executive Group
Strong interpersonal, organizational and time management skills and a proven commitment to customer service excellence are required
Ability to work under pressure and maintain professionalism throughout.

Danfoss – Engineering Tomorrow

At Danfoss, we are engineering solutions that allow the world to use resources in smarter ways – driving the sustainable transformation of tomorrow. No transformation has ever been started without a group of passionate, dedicated and empowered people. We believe that innovation and great results are driven by the right mix of people with diverse backgrounds, personalities, skills, and perspectives, reflecting the world in which we do business. To make sure the mix of people works, we strive to create an inclusive work environment where people of all backgrounds are treated equally, respected, and valued for who they are. It is a strong priority within Danfoss to improve the health, working environment and safety of our employees.

 

Following our founder’s mindset ‘action speaks louder than words’, we set ourselves ambitious targets to protect the environment by embarking on a plan to become CO2 neutral latest by 2030.

 

Danfoss is an EO employer and VEVRAA Federal Contractor. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, veteran status, or other protected category.

Danfoss engineers advanced technologies that enable us to build a better, smarter, and more efficient tomorrow. In the world’s growing cities, we ensure the supply of fresh food and optimal comfort in our homes and offices, while meeting the need for energy-efficient infrastructure, connected systems, and integrated renewable energy.

Our solutions are used in such areas as refrigeration, air conditioning, heating, motor control, and mobile and industrial machinery.

Our innovative engineering dates back to 1933. Today, Danfoss holds market-leading positions, serving customers in more than 100 countries. We are privately held by the founding family.

 

Danfoss engineers advanced technologies that enable us to build a better, smarter, and more efficient tomorrow. In the world’s growing cities, we ensure the supply of fresh food and optimal comfort in our homes and offices, while meeting the need for energy-efficient infrastructure, connected systems, and integrated renewable energy.

Our solutions are used in such areas as refrigeration, air conditioning, heating, motor control, and mobile and industrial machinery.

Our innovative engineering dates back to 1933. Today, Danfoss holds market-leading positions, serving customers in more than 100 countries. We are privately held by the founding family.

 


Nearest Major Market: Baltimore