Specialist System

The Impact Youll Make
A Customer Service System Specialist position holder is responsible for supporting NER CSC Frontline teams and our Backoffice function on various system related topics.

The position involves providing support (guiding and training etc.), having own tasks as well as acting a link between local colleagues and global functions.

By providing best-in-class support, the System Specialist position holder plays a important role in the success of Danfoss and thereby also supporting growth.

What You’ll Be Doing
System Specific Support
# Support Error handling (system bug fixing is owned by DGIT)

# Support Change request handling

• Support implementation of new EDI connections towards customers: Support Sales, CSC Managers and go into dialogue with Customer Contacts (typically the IT department)
• Support INR CSC teams on specific topics/challenges (e.g. finding root cause and defining corrective actions)
• Identify tool/system gaps and support improvement activities - analyze, align and document system requirements
• Setup needed master data in tools used by CSC (e.g. Call flows in our CTI system)
• Explore alternative solutions and propose solutions most optimal for Danfoss as well as customers
• User management requests
• Change requests coordination: Align among Super Users and with global functions. Influence prioritization
• Testing of new functionality
• Support Super Users/Qualitied Users as system expert on usage - if needed for Customer trainings
• Support SAP specific setup (within possibilities available for local teams/"business")
• Translate business needs and issue into IT language and vice versa
• Training of users/Super Users - plan, create SOP materials and execute
• Maintain INR CSC specific PowerBi dashboards/ BI reports
• Support requests for special reports or KPI measurements
• Join relevant global networks and projects - be the voice of NER CSC
  
  

• Bachelor’s degree in business administration, Marketing, or related field. Master’s degree preferred. Proven experience in a customer-facing role, with at least 5 years of experience in a leadership or supervisory capacity
• Strong communication and interpersonal skills, with the ability to effectively interact with customers and team members at all levels
• Excellent problem-solving abilities and a customer-centric mindset
• Proficiency in CRM, Salesforce, SAP, BI and other relevant tools for managing customer interactions
• Ability to thrive in a fast-paced environment and adapt to changing priorities.