CIC System & Technology Specialist - Service Operations

Your Function

As a CIC System & Technology Specialist  for Service operations you will play a key role in driving the digital transformation of our customer service landscape. You will be responsible for the support of development, deployment, and optimization of self-service technologies, including the AI-powered DaiTA Technical Assistant Chatbot. Your work will directly support the organization’s strategic goals of promoting self-service, improving efficiency, and managing the cost of human interactions.

You will work closely with the CIC governance team (CIC = Customer Interaction Center = Contact Center and Self-Service Interactions), providing expert support based on your understanding of technologies and digital tools. Your insights will help shape the roadmap for scalable, efficient, and customer-centric service solutions across all Affiliates.

Your key responsibilities will include:

• AI Chatbot Development support and Roll-Out
  • Support the ongoing development of the DaiTA Technical Assistant Chatbot, ensure implementation of critical functional requirements, coordinating testing activities.
  • Roll-out the tool across all Affiliates, ensure local readiness, driving adoption, monitoring usage and effectiveness to ensure consistent value delivery.
  • Continuously refine the chatbot based on insights and performance metrics: collect feedback from users and key stakeholders to assess satisfaction and usability; monitor chatbot accuracy and response quality, ensuring that answers are technically correct and relevant.

• Self-Service Tools Optimization and Insight Generation
  • Identify opportunities for enhancement
    • Monitor the usage and effectiveness of existing self-service tools, identify areas for improvement, and support Affiliates in maximizing their impact.
    • Collect feedback from users and key stakeholders to assess satisfaction, usability, and alignment with service needs.
  • Analyze usage data to identify patterns, gaps, or recurring issues that may indicate the need for content updates or logic improvements (e.g. request to create Knowledge articles or upskill/ refresh courses by identifying FAQs via the chatbot).
  • Promote the use of self-service by quantifying and communicating the efficiency gains per tool, helping to reduce reliance on human support.

• Key-User Role for Service Systems

Serve as a key-user and subject matter expert for customer service systems and applications. Act as a liaison between users and technical teams by gathering feedback, supporting testing activities, and helping ensure that tools are used effectively and aligned with operational needs.

• Technology Scouting and Communication

Keep the organization informed about new technological opportunities relevant to service operations, and support the evaluation and integration of new tools.

Your Profile

We are looking for a proactive service-oriented professional, a tech-savvy who is passionate about digital tools and their impact on customer experience and operational efficiency.

Education and Mindset:

A Master’s degree in a relevant field (e.g., Information Systems, Engineering, Business Technology), technical skills and understanding of the HVAC industry is a plus, but not a strict requirement.

The person should:

• Possess knowledge of or a strong interest in learning about AI, emerging technologies, and digital service tools, with a focus on their practical application in customer service environments.
• Demonstrate the ability to quickly adapt to new technologies and integrate them effectively into daily operations.
• Be capable of translating complex technical concepts into clear, simple language for non-technical stakeholders.
• Apply a structured and methodical approach to problem-solving, analysis, and communication.

Required Skills and Experience:

• Experience with self-service platforms, or chatbot technologies.
• Strong understanding of service operations and digital transformation.
• Ability to manage system roll-outs and coordinate with cross-functional teams.
• Analytical mindset with the ability to assess tool performance and efficiency gains.
• Excellent communication and stakeholder engagement skills.

Desired Skills and Experience:

• Familiarity with systems and channels used by Contact Center teams (e.g., Salesforce, SAP, Genesis, different Knowledge bases, Whatsapp).
• Experience managing or supporting process improvement initiatives.
• Experience with customer feedback analysis and reporting.
• Experience working in or with Contact Centers or customer service environments.
• Familiarity with AI-driven tools, app development, or automation in service contexts.
• Experience in change management or supporting digital transformation initiatives.
• Experience working in or with Contact Centers or in Customer Service environments is a strong plus. Alternatively, a demonstrated interest in customer experience is highly valued.

Our offer

At Daikin you can count on a varied job, with an international market leader which encourages people to work together and develop. We can offer you a permanent contract. From the very beginning you can count on thorough training and intensive support. Your competitive salary is complemented by a package of extra-legal benefits. Colleagues get the possibility to work from home 2 days every week.