Senior Technical Support Analyst

Description

Job Summary: Analyst role providing remote technical support, validating diagnostics, elaborating technical reports, and ensuring compliance with standards. Key Highlights: 1. Remote technical support to customers and authorized service network 2. Analysis and tracking of service orders 3. Ensuring compliance with technical standards and company standards **Essential Requirements:** * Technical qualification in Refrigeration and Air Conditioning; * Advanced-level Excel; * Knowledge of PMOC (Preventive Maintenance and Operational Control Program); * Customer service training courses; Consumer Rights; Interpersonal Relationships; Emotional Intelligence; SAC 4.0; and NR-10 (updated). **Desirable Requirements:** * Proven experience in the role; * SENAI certification in air conditioner installation and maintenance; * Negotiation techniques; * Knowledge of NR-06. **Main Activities / Responsibilities:** * Analyze and track service orders; * Provide remote technical support to the authorized service network and customers; * Validate technical diagnoses and parts requests; * Prepare technical opinions and reports; * Ensure compliance with technical standards and company standards; * Provide technical support to internal teams and partners; * Contribute to continuous improvement of technical assistance processes. **Education and Knowledge:** * Completed Bachelor’s degree in Mechanical Engineering, Electrical Engineering, or related fields; * Computer skills: Advanced-level Word, Excel, and PowerPoint; * Languages: Basic English Minimum Education Level: Bachelor’s Degree Desired Education: * Refrigeration and Air Conditioning, Technical Course * Mechanical/Mechatronics Engineering, Bachelor’s Degree Languages: * English (Basic) * Health insurance * Dental insurance * Transportation and meal allowances * Food basket * Pharmacy partnership * Optician partnership * Daycare assistance * Profit-sharing program (PLR)