Field Performance Specialist

Expect more. Connect more. Be more at Diebold Nixdorf. Our teams automate, digitize, and transform the way more than 75 million people around the globe bank and shop in this hyper-connected, consumer-centric world. Join us in connecting people to commerce in this vital, rewarding role. 

The Field Performance Specialist will ensure quality and consistency of customer service levels through continual review, feedback and service provider coaching, training and development for Technicians. Evaluate service provider skills in dealing with customers, verifies / ensures the accuracy and effectiveness of information or advice provided to customers. 40 % of role requires onsite, field service support and performs random / regular quality assessments. Provides actionable data to stakeholder groups, such as training or process improvement. Assists Service Quality leadership in designing and implementing forms.

• Provides Service Quality analysis for a specific business function or location.
• Participates in customer service review sessions for various channels (voice, screen capture, email and chat).
• Analyzes data and generates metrics on quality trends impacting customer satisfaction.
• Performs random / regular quality assessments on agent interactions through call recording, live call listening and review of emails / chats, etc.
• Provides feedback internally, to DN agents and operations stakeholders on policy adherence, deviations and issues.
• Coordinates with and provides feedback to external quality vendors / suppliers as required.
• Identifies customer service issues and develops resolution recommendations.
• Provides actionable data to stakeholder groups, such as training or process improvement.
• Assists Service Quality leadership in designing and implementing forms.
• Builds working relationships with functional stakeholders internally and externally.

Required Qualifications

• Diploma or equivalent work experience required.
• Minimum of 2-4 years of relevant experience or equivalent combination of education and experience in Service Quality.
• 6-8 years of previous experience in mechanical, electrical field service repairs.
• Ability to create reports and presents to leaders.
• Intermediate in Excel and Microsoft suite.
• Exceptional customer service skills.
• Experience in data analytics, ride along and implementing action plans towards improving service quality.

Preferred Qualifications 

• Able to demonstrate attention to detail and delivery to timelines.
• Demonstrated relationship building skills, strong communication skills, with the ability to multi-task.

Salary Range: $65,000 to $75,000. Actual compensation for this role will depend on several factors including your qualifications, skills, competencies, geographic location, internal equity, and relevant experience.

Benefits

• Health, Dental, and Vision Insurance 
• Life Insurance 
• Critical illness, Accident, and Hospital Indemnity Insurance 
• 401(k) Savings Plan 
• Health Savings Account 
• Leave of …