A leading insurance technology provider in Carlow is seeking an experienced technology integration specialist to consult with clients and maintain electronic data interchange services. The role involves providing expert support, troubleshooting, and improving customer experiences through effective communication and problem-solving. Ideal candidates should have 2+ years in customer service or IT, a relevant degree, and strong leadership and technical skills. Flexible working arrangements and competitive benefits are offered. #J-18808-Ljbffr
Our Story Unum Technology Centre in Carlow serves as a strategic software development and IT services centre supporting Unum, a leading provider of income protection in the US. Our team of IT professionals build solutions and critical business applications to digitally transform the way we do business. This position works in direct partnership with customers and business partners to implement and maintain electronic data interchange technology enabled services between Unum's systems and other vendors (e.g., benefits administration providers, technology partners, employers, brokers). This position requires an in-depth knowledge and understanding of Unum’s technology, product portfolio and the impact to our pre-sale, onboarding, and continued administration management. The Role Effectively and proactively consult with customers to drive set up of their technology that meets the specific needs (including billing, claims, and enrollment), along with setting appropriate expectations with regards to these processes and impact to delivery of bills and contracts. The specialist provides expert advice and technical support on all aspects of Unum’s technology capabilities process and oversees the setup and maintenance of technology onboarding with our clients and technology partners. Identify potential issues, concerns, and problems through problem solving, seeking root cause, and identifying solutions that provide an improved client experience. Oversees the creation/interpretation of connection and system integration requirements, the testing and implementation of new data interchanges, and the ongoing daily operational support. Collaborate with business partners to provide subject matter expertise on Unum’s data models, associated systems, and technology, in support of sales, implementation, administration, benefits and other key internal business processes. Facilitates calls regarding file requirements, mapping documents, and timelines with the client, partners, IT resources and the implementation team to determine technical infrastructure requirements to support accurate contract administration. Ensure set up of technology solutions to support ongoing administration and eligibility. This includes troubleshooting data options, education of the services, submitting appropriate file set up requests, working with internal and external partners to accomplish testing needs and communication to all stakeholders during the process until files are successfully in production. Consult, as the subject matter expert, on maintenance and troubleshooting of the file feed, including data mapping and format, as needed. Additional Responsibilities Assist in process improvements, system enhancements, and general problem solving to improve the customer experience and team effectiveness. Build strong partnerships with internal business, field, and IT teams. Develop project plans and delivery timelines related to the technology enablement process and manage the timeline to ensure integration is delivered with a high level of quality and on in line with ‘go live’ date expectations. Issue resolution and ownership for identified errors. Responsible for ongoing management of existing data feeds in support of enhancements and updates. Support acquisition of new business by responding to RFP and other pre-sale requests regarding feed implementations. Participates in customer implementation meetings as needed to support the onboarding process. Achieve high customer satisfaction during customer acquisition through building of relationship with the customer during the implementation period Provides support to all onboarding tiers as volume of work and capacity demands Provide training, mentoring, and coaching as applicable. Demonstrates strong leadership behaviors as defined in Unum’s Leadership and Our Value characteristics. What you offer BS degree preferred or equivalent experience in a related technical field 2+ years of experience in the customer service, insurance, or IT related industry Business acumen and an understanding of the customer lifecycle administrative process. Ability to work cooperatively. Strong verbal and written communication skills. Strong leadership qualities that drive change to achieve business results Technology/IT experience working directly with customers and/or carriers, and developing Technology solutions for HRIS/payroll/Ben Admin systems preferred SQL knowledge, 834 file, XML file and data analyzation experience a plus Desktop application experience using Microsoft Excel and/or Access a plus What We Offer Our size and successful history in Carlow means we can offer you exceptional development and progression, supported by continual learning programs, IT Certifications & third level tuition reimbursement. We offer work-life-balance with flexible working arrangements (including hybrid) and initiatives in support of your well-being. Our attractive range of benefits and reward initiatives includes competitive compensation, 25 days annual leave, paid health insurance, pension scheme, annual performance-based bonus, paid maternity/paternity/adoptive leave, reward programs, and an opportunity to engage with charity and community activities. Company: Unum #J-18808-Ljbffr
A global engineering firm is seeking a Global Accounts Customer Satisfaction Director in Ireland. The role focuses on ensuring customer satisfaction for global datacenter clients through quality management and strong communication skills. Candidates must have a Master’s in Engineering and over 15 years of experience in manufacturing, preferably in the Automotive sector. Responsibilities include managing customer feedback systems and leading continuous improvement initiatives. This position offers a unique opportunity to impact customer experiences positively. #J-18808-Ljbffr
Overview Eaton Electrical Sector EMEA is seeking a Global Accounts Customer Satisfaction Director (IEC). The primary function of this role is to ensure that Eaton is operating at a level that satisfies global datacenter customers’ requirements along the value chain, in the IEC world (ex-NAM). What You’ll Do This role ensures Eaton operates at a level that satisfies global datacenter customers’ requirements along the value chain, in the IEC world (ex-NAM), cooperating closely with AMER’s VP, Customer Satisfaction. This includes creating a zero-defect culture by deploying elements of EBS and best practices in areas such as defects prevention, root cause analysis or training and onboarding, and covers pre-sales and post-sales engineering, manufacturing, testing, commissioning and lifecycle management. Principal Areas of Responsibility Working with Eaton's most advanced businesses in quality management, define the level of maturity required in various EBS tools to match global datacenter customer requirements, focusing on the specificities of programmatic builds Build a diagnosis method to identify gaps, and a prioritization method to organise work Implement reporting system globally to capture customer feedback as well as internal signals and make them visible. Create service level agreements and an escalation matrix to ensure proper communication and timely resolution of issues Define the standard for Root Cause Analysis and ensure it is respected. Take charge directly of the resolution of the most critical issues through to preventative actions Define and manage feedback loops (hot and cold), that correspond to containment and correction vs. prevention phases Define and Deploy Quality System (together with AMER’s VP) Benchmarking with Mobility, Aerospace and the ES divisions most recognized by customers, define key elements of EBS contributing to a zero-defect system and culture, and identify the level of maturity required to achieve that standard Create a method to identify the required process’ actual performance level and rate all divisions against these requirements Work with all involved divisions to identify and standardize best practices, then build packages to deploy them, including training, onboarding and re-boarding Prioritize work according to the largest gaps and effort required and help deployment in the most urgent cases Customer Complaints Management System (together with AMER’s VP) Define global customers complaints reporting and work with regions to systematically deploy in the Salesforce platform. Work with countries not using SF to ensure feedback is implemented in the tool Work with Field Services and Engineering Services to implement a field reporting system matching those of our factories Map external customer quality reporting tools to our internal classification and ensure consolidation of issues in a single system Work with regions and business units to define a globally homogeneous reporting process and escalation matrix, to ensure speed and visibility of important issues Agree with the various stakeholders on an service level agreements that matches customers’ requirements, as well as communication processes and cadence Define standards for customer communication during periods of crisis and take charge directly of the most important cases Define standards for Root Cause Analysis and Countermeasures Feedback loops & Issues Resolution Participate in Quarterly Business Reviews with customers and formalize the integration of their feedback in our planning processes Define processes to follow hot loops and cold loops, ensuring issues are driven in a timely manner through palliative and corrective actions, and that the most critical issues will be followed until preventative actions have been deployed Involvement in the deployment and spread of preventative actions to ensure global excellence towards our customers Qualifications Master degree in Engineering, preferably Electrical Engineering 15+ years’ experience in a manufacturing leader, preferably with experience in the Automotive sector Deep knowledge of the global datacenter customers’ requirements (or Automotive OEM requirements, that are similar) Deep knowledge of continuous improvement practices and Quality Management Systems Very clear communication and capacity to be a stabilizing influence during periods of crisis Experience in datacenter design and construction Proven track record of successfully interacting with datacenter operators, companies involved in construction and manufacturers building the electrical systems Proven ability to lead by influence and coach Knowledge in product lines of Eaton Electrical segments (plus) Knowledge and experience with go-to-market / datacenter ecosystem Proven ability to educate stakeholders on need for change and lead the way forward Capacity to obtain and communicate to all stakeholders VoC from customers and partners, even when it contradicts our positions We are committed to ensuring equal employment opportunities for job applicants and employees. Our recruitment processes use balanced selection criteria and avoid unlawful discrimination against applicants on the basis of their age, colour, disability, marital status, national origin, gender, gender identity, genetic information, race or racial origin, religion, sexual orientation or any other status protected or required by law. #LI-TH1 #J-18808-Ljbffr
