Bring your ideas to life in homes around the world.
At Electrolux, as a leading global appliance company, we strive every day to shape living for the better for our consumers, our people and our planet. We share ideas and collaborate so that together, we can develop solutions that deliver enjoyable and sustainable living.
Come join us as you are. We believe diverse perspectives make us stronger and more innovative. In our global community of people from 100+ countries, we listen to each other, actively contribute and grow together.
Join us in our exciting quest to build the future home.
All about the role:
In Electrolux IT you'll work in an international environment in an area and industry, that is undergoing exciting changes and innovation. We strive to deliver high quality IT solutions and services to our employees, emphasizing efficiency, reliability, and user experiences of our IT solutions.
Electrolux Group Solutions team is strengthening its focus and capabilities in area of employee experience. As Employee Experience lead you will play a key role in defining and driving end to end employee experience service portfolio forward. An essential part of the role is to drive towards a common user experience regardless of geography, through a combination of software and hardware.
You will be working with our competent people, employees as well as partner and consultants with competences for corporate develop environments.
In your role you will report to IT Lead Employee Experience SEA and work in close collaboration with IT vendor team, IT Digital & Operations, IT Workplace & Collaboration Solutions, and IT Security Operations etc.
The main responsibility is to ensure proper IT operations so that the Electrolux IT users in Electrolux Rayong Factory are fully supported and can achieve business efficiencies. This includes but not limited to support employees computer and operating systems, Office and other core applications, meeting collaboration and telephonies, troubleshoot network issues and deliver local IT projects for continuous improvements.
What you'll do:
User Experience:
- Understand the Electrolux users and stakeholders, their needs and challenges in order to drive improvements. Ensure end user experience, friendly technology and easy to use processes.
- Focus on user experience to connect dots with other teams and functions to deliver an end to end experience
- Offer users an easy solution to order service, access, hardware etc
- Offer different channels to get IT support
- Offer value-adding activities such as IT training sessions to improve user satisfaction
- Offer IT support and advice to VIP users as IT ambassador of Electrolux IT team
- Offer an easy on/offboarding process and solution
- Drive an E2E thinking and execution towards more integration and automation
- Automation to improve productivity
Service Delivery:
- Ensure an excellent IT service delivery within the operational scope
- Second level of contact and support for all Electrolux users in Rayong Factory.
- Incident management during incident lifecycle including incident logging, categorization, prioritization, escalation, follow-up and resolution.
- Request fulfilment during request lifecycle including request logging, categorization and fulfillment within SLA
- Create and maintain IT Knowledge Base for team usage.
- Support other IT functions and workstreams as onsite hands and feet during IT incidents, events, changes, auditing activities etc.
- Manage IT hardware and assets during the full lifecycle from purchase to daily maintenance and disposal.
Technology Excellence:
- Follow Group Solution technology design and guidance.
- Transform technology excellence into employee daily IT experience.
- Provide regular feedback to the technology team for technology improvement.
In this role, you will be dealing with Electrolux's Internal customers in our Rayong factories, production lines, distribution centre, R&D & etc. You should be confident in dealing with all levels of management.
In Electrolux, we encourage open communication at all levels and put emphasis in dealing with our customers as well as colleagues with integrity and respect. You will be working in Rayong on regular working hours and may be required to travel to other sites.
There will be an expectation that you are available to additional and after hours support as needed, or to join regular regional or global meetings.
Who You Are:
- 5-8 years work experience in IT onsite support or end-user support role.
- Factory and manufacturing experience is an added value.
- BS degree or above in Information Technology, Computer Science, or relevant field.
- English Fluency both written and verbal.
- ITILv3 Certificate is preferred.
- Growth mindset with a can-do attitude to work towards short term and long-term objectives.
- Customer and end user focus with a service mindset whilst maintaining a strong stakeholder management.
- Strong experience in IT service management procedures and tools (e.g. ServiceNow)
- Exceptional communication and presentation skills. Ability to provide step-by-step technical help both written and verbal
- Strong interpersonal skills with a collaboration mindset both within and outside the immediate team
- Self-driven, strong influential leadership and relationship building skills.
- Structured, fact based and persistent, also in times of uncertainty.
Where you'll be:
You will be based in Rayong, Thailand.
Benefit highlights:
- Annual leave
- Employee Provident Fund
- Medical & Life Insurance
- Five days working
As part of Electrolux, we will continuously invest in you and your development. There are no barriers to where your career could take you.
Find more on:
Electrolux APAC & MEA: https://www.linkedin.com/company/electrolux/life/apacmea/
