In the dynamic world of Customer Care, the role of a Technical Helpdesk and Training Specialist is both fundamental and versatile. In this interview, Philippe Rivière shares the importance of balancing exceptional technical support with fostering the growth and development of colleagues through training.
Philippe, you work within our Customer Care organization as a Technical Helpdesk and Training Specialist – what does that job entail? Tell us more about what you do!
In addition to handling technical questions, my role involves training technicians and supporting sales teams with queries related to our laundry equipment. I specialize in providing technical expertise and support to both internal and external teams, focusing on troubleshooting, spare parts, and manuals. My responsibilities also include preparing, leading, and coordinating technical training sessions for technicians. I also collaborate with field technicians who manage troubleshooting and technical issues abroad.
What route did you take in terms of studies and jobs to where you are today?
I completed my higher education in Troyes, France, specializing in mechanical and electrical engineering. I earned a bachelor’s degree in electronics and then pursued two additional years at the IUT of Troyes (a university institute specialized in Industrial and Electronic Computer Engineering). Following this, I attended for two years the ESV Mulhouse, a business school designed for technical-sales professionals, aimed at technicians seeking to expand their skill set beyond technical expertise. My first job was at a company that manufactured industrial ovens for the sugar industry.
What do you like about the role?
My role allows me to be in contact with all departments within the factory, including R&D, Manufacturing Engineering, Purchasing, Production, Quality, Laboratory, and Logistics – as well as with our other factories across the Group. This daily engagement with the entire organization within the Electrolux Professional Group allows me to respond to our internal and external customers’ needs with, I hope, the utmost precision and speed. I also enjoy the educational aspect of my job and am extremely passionate about transferring knowledge and training others!
And, on the other hand, what are the biggest challenges?
At times, there might be urgent requests coming in that require immediate attention, and handling these high-priority cases takes precedence over other planned activities. The way time is managed to efficiently handle all the responsibilities related to the role is fundamental to balance multiple tasks and manage priorities effectively.
What advice would you give to people wanting to work in a position like yours?
Despite our best efforts in customer care, even when everything runs smoothly, there are few feedback back to us. This is why maintaining a positive attitude and building strong relationships is crucial in this role. Communicating not just by email, but also by phone or video conference, adds a personal touch that conveys more than just the message itself. Hearing a voice or seeing a face can provide our internal and external customers with additional context and understanding.
How would you like to develop further in your role or potentially do something completely different?
As part of a next step in my role, I am actively involved in establishing our first training center in Troyes, France. This center will offer comprehensive training for both technicians and sales personnel. The sessions will cover a range of topics from basic to advanced levels, equipping technicians with the skills to understand machine structures, perform installations, and execute troubleshooting and repairs. With the launch of the new training center, my objective is to conduct at least one technical training session each month.
Tell us about your experience of working in a multinational environment and the opportunities that exist within the company?
Working in various departments within the factory allowed me to see and understand the different approaches each department takes to address the same issues. Similarly, in a multinational work environment, interacting with colleagues and resellers from diverse cultural backgrounds provides valuable insights into how they handle challenges. This understanding helps me to better communicate people’s expectations to my colleagues.
Why choose to work at Electrolux Professional Group?
There are significant growth opportunities offered to those willing to move and adapt. Depending on interests and skills, anyone can advance within the Group and transition from technical roles to sales or marketing positions.
I joined the Electrolux Professional Group in 1998 and throughout my time here I’ve seen various examples of employees who have progressed from technical positions to managerial roles and even into dealer positions. I think that speaks to how much our company is committed to professional development, by supporting career growth and rewarding those who are proactive and passionate about their role.
Check out our global career site, if you aspire to pursue a career similar to Philippe´s.