TechnicalSupportSpecialist

**Job Posting Title** Technical Support Specialist **The challenge** An exciting opportunity has arisen to contribute to Haier Europe. The Company is on a journey to achieve ambitious growth and leadership objectives in the region, and we are seeking someone passionate, proactive, self-driven, and motivated to join a team of open-minded individuals. We are looking for someone who embodies the Company’s core behaviors, based on our Own It model : Zero Distance, Agility, Entrepreneurship, Ecosystem and Build Trust. A true change agent who acts with integrity, collaborates across boundaries, adapts quickly, takes initiative and keeps users at the center — fostering an open, innovative, and high-performing environment. **What you will do** We are seeking a Service Quality Specialist to join our Italy Service Operations team. You will act as the primary technical reference for our Authorized Service Agents (ASA) and Internal Field Technicians. The role involves managing product exchange authorizations, performing deep-dive analyses for the Service Quality HQ, and supporting the Internal Field Technicians, ensuring the highest level of service delivery to maximize the Customer Satisfaction Index (CSI). In particular, the resource will be involved in the following activities: **Technical Support to Service Network (Technical Hotline)** Provide expert technical assistance to the Authorized Service Agents (ASA) network across Italy. This includes managing real-time troubleshooting via the Technical Hotline and conducting in-depth analysis of complex cases through a shared mailing system, ensuring high-level technical guidance is provided to resolve difficult repairs. **Product Exchange Authorization** Evaluate Product Exchange requests submitted by the service network by strictly assessing technical criteria and company policies. You will authorize product substitutions only when necessary, ensuring every decision is aligned with internal procedures and technical standards.