Job
In this role, you analyze and resolve technical issues with heat pumps, advise customers on optimizations, create knowledge articles, and collaborate closely with internal teams to enhance processes.
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Your role in the team
- 2nd-level troubleshooting: You analyze and resolve complex technical issues with heat pumps via phone, email, and remote maintenance tools.
- Escalation management: You take on complex cases, persistently investigate the root cause, and see the process through to a successful resolution.
- Expert consulting with a strategic perspective: You provide end customers with technically sound advice on optimizing their entire system’s hydraulics and control technology.
- Knowledge multiplier: As a technical sparring partner in telephone customer service, you support colleagues in overcoming technical challenges.
- Process & Self-Service Development: You turn recurring cases into FAQs, playbooks, and structured knowledge articles for our customer service and self-service areas.
- Interface coordination & data hygiene: You work closely with HVAC master technicians, area and regional managers, and the operational customer service team, maintain accurate records in modern CRM and ticketing systems, and keep track of open cases.
Our expectations of you
Education
- Practical heating expertise: You have completed vocational training or gained extensive hands-on experience in the HVAC industry (heating, plumbing and air conditioning, electrical engineering, customer service or commissioning). You have already installed and maintained heat pumps yourself or supported them in emergency service.
Qualifications
- Manufacturer expertise (Wolf, Vaillant, etc.): Ideally, you’re familiar with common control systems and hydraulic systems. We’ll provide targeted training on other brands.
- Strong communication skills & empathy: You enjoy talking on the phone, remain patient even with concerned customers, and can explain complex technology in simple, reassuring terms.
- Solution-oriented mindset & service mentality: You don’t give up until the problem is solved, and you’re happy to go the extra mile to ensure high customer satisfaction.
- Structure & quality standards: Fast response times (within 24 hours), well-maintained ticket records, and a low backlog rate are signs of professional work to you.
- Language skills: You communicate fluently and confidently in German, both verbally and in writing, and in a friendly manner.
What we offer
- The position is managed from our office in Berlin, but offers you maximum flexibility.
- After thorough on-site onboarding, you can work comfortably from home 2–3 days a week.
Benefits
Work-Life-Integration
Higher take-home pay
Health, fitness & fun
Topics you will work on
Job locations
About your employer
Octopus Energy Ltd focuses on developing innovative technologies and providing renewable energy plans to make energy supply more sustainable.
- Startup
- Onsite, Hybrid
- Power Sector, Economy
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