Project Specialist

Resideo is looking for a Project Specialist in Kokstad, Norway to enable the achievement of customer and partner objectives and ensure the achievement of results by using the company's products, services and technologies. This is a full-time, hybrid position; currently working 2 days from home and 3 days on site.

The Project Specialist will ensure long-term customer satisfaction, retention and value realization for customers using the company’s safety-connected devices and solutions. You will act as the primary post-sales contact, coordinating deployments and services, promoting maintenance agreements and digital/online services, and driving adoption of the company’s solutions to support safe, reliable and compliant operations at customer sites.

JOB DUTIES

• Plan, coordinate and monitor customer deployments and service activities (installations, maintenance visits, replacements) in alignment with customer commitments and internal resources
• Conduct regular follow-ups with customers (calls, online meetings, on-site visits) to review performance, usage, issues and improvement opportunities.
• Promote and explain maintenance agreements and online/digital services, prepare proposals in collaboration with Sales where needed.
• Track and manage customer cases and requests (via CRM/ticketing), ensuring timely resolution through coordination with Technical Support and Installers. Building and providing reports on incident when necessary.
• Onboard new customers to the solutions and services (training, documentation, best practices). Collect and structure customer feedback to feed continuous improvement and product roadmap discussions.
• Work closely with Sales on account plans, renewal cycles and upsell/cross-sell initiatives related to maintenance agreements and online services.
• Collect, structure and prioritize customer feedback and usage insights, and share them regularly with Product Management to influence product improvements and new service development.
• Responsible for customer satisfaction and service performance for assigned accounts, in line with contractual agreements and internal KPIs.
• Accountable for planning and prioritizing field and service activities for assigned customers, in coordination with Installers and Operations.
• Responsible to manage, guide and train new installer in house or hourly based installer and servicers (Student/Third party) resources.
• Authorized to propose and negotiate standard service options and maintenance agreements within predefined commercial and contractual frameworks.
• Expected to identify upsell/cross-sell opportunities and coordinate with Sales for commercial closure.
• Responsible for ensuring effective cross-functional coordination with Sales and Product Management for assigned customers, and for representing the customer perspective in internal discussions and planning.
• Expected to escalate critical risks (service, safety, financial, contractual) to the EMEA Customer Success & Operation Services Leader and relevant stakeholders.

YOU MUST HAVE

• Strong understanding of customer success principles, service delivery and project management (planning, follow-up, risk and stakeholder management).
• Good knowledge of the company’s safety-connected devices, solutions and service portfolio (maintenance agreements, digital/online services).
• Ability to work with CRM, ticketing and project management tools for tracking customer activities and performance.
• Basic logistics and RMA process knowledge (inventory handling, shipment preparation, returns management).
• Solid communication and relationship-building skills, including the ability to present services and value propositions to technical and non-technical stakeholders.
• Fluent in Norwegian and English

WE VALUE

• Awareness of building safety and compliance context relevant to the company’s products and services (national and local specifics are a plus).
• Knowledge of how a matrix organization works within an international company
• An ability to take initiative and work with limited direction
• An ability to learn quickly

WHAT'S IN IT FOR YOU

• Opportunity to make a difference and contribute to creating security for residents in housing associations
• Informal and good working environment
• A committed and pleasant professional environment with high speed and innovation
• Development opportunities

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