{"id":12386,"date":"2021-08-19T14:04:00","date_gmt":"2021-08-19T11:04:00","guid":{"rendered":"https:\/\/vallox.com\/?p=12386"},"modified":"2023-08-23T14:48:43","modified_gmt":"2023-08-23T11:48:43","slug":"creative-problem-solving-and-continuous-learning","status":"publish","type":"post","link":"https:\/\/www.vallox.com\/en\/creative-problem-solving-and-continuous-learning\/","title":{"rendered":"Creative problem solving and continuous learning"},"content":{"rendered":"
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Vallox’s technical support helps both Finnish customers and importers with a wide range of issues related to ventilation and Vallox products. As ventilation units evolve, new expertise is also constantly required from the specialists in the technical support team.<\/strong><\/p>\n\n\n\n

The technical specialists Ville Saarinen<\/strong>, Marjo Virtanen<\/strong>, Sami Mattila<\/strong>, Topias Leivo<\/strong> and aftersales manager Jukka Jalonen<\/strong> work in the technical support team. Jukka, who has worked at Vallox for the longest time, is the head of customer service and technical support and a member of Vallox Oy’s management team. Topias, on the other hand, is the newest member of the team. He started in the summer of 2019 in the Vallox FreshTalent internship program, and as it ended this summer, he was asked to join the technical support team.<\/p>\n\n\n

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\n Cooperation is also successful remotely. Technical support team at the Microsoft Teams meeting: Jukka Jalonen, Ville Saarinen, Marjo Virtanen, Sami Mattila and Topias Leivo.\n <\/div>\n \n <\/div>\n <\/div>\n\n\n\n

Versatile expertise ensures a good service level<\/h2>\n\n\n\n

With a diverse education and work experience background, customers’ various problems are solved when everyone brings their own skills to the team. In addition, the motivation to develop one\u2019s own skills, the desire to help customers and the interest in new things are important qualities for a technical specialist. Ville has practically grown up in the HVAC business, because his family owned a HVAC store, which Ville eventually ran himself for 20 years. Marjo is currently updating her skills in electrical and automation technology, Sami has work experience from automation technology but also from Vallox\u2019s production, and Topias, who previously worked as a HVAC installer, recently completed an engineering degree.<\/p>\n\n\n\n

Important and meaningful work<\/h2>\n\n\n\n

The team consider it very important that the customer gets service from Vallox quickly and with expertise.<\/p>\n\n\n\n

-Well-managed after-sales, whether it is related to the installation, commissioning, or warranty service, makes customers and the end user trust Vallox’s products, Marjo tells.<\/p>\n\n\n\n

Environmental issues and the designing and manufacturing sustainable products is one of the guiding principles of Vallox’s operations, and it is also reflected in the work of technical support.<\/p>\n\n\n\n

-Our task is to take care of the quality of Vallox products even after the time of purchase, so that the products have a long life cycle and can be serviced, Sami sums up the purpose of technical support.<\/p>\n\n\n\n

In addition, technical support receives a lot of product-related feedback and valuable information from customers, which they pass on to Vallox’s product development and sales departments. In this way, the products are constantly improving and meeting the needs of customers.<\/p>\n\n\n\n

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Every workday is different<\/h2>\n\n\n\n

Customer contacts range from the choice of a ventilation unit in a new house to questions about the operation of old ventilation units. A typical day at technical support is answering phone calls and emails, but even though the tasks might sound like a routine, every workday is different.<\/p>\n\n\n\n

-No day is the same! It\u2019s actually best in my job, that I\u2019ll never know how the day will be when I turn on my computer in the morning. And especially after the phone lines open!, Ville says with a smile.<\/p>\n\n\n\n

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Development at an accelerating pace<\/h2>\n\n\n\n

The work of technical support is changing at the same pace as Vallox products are evolving. Helping customers is still the foundation of this work, but as products become more technical and intelligent, the team must acquire new knowledge and expertise all the time. For example, the MyVallox system, launched in 2015, changed the list of most frequently asked questions in an instant.<\/p>\n\n\n\n

-Before, the devices were simpler, but now the software is becoming more and more important, Jukka says.<\/p>\n\n\n\n

However, learning something new is not easy in an ever-accelerating pace of work as new ventilation units are launched with new features and the number of things to manage is constantly increasing.<\/p>\n\n\n\n

-The number of customer contacts has increased because the sales of Vallox ventilation units have increased a lot during these eleven years I have been at Vallox, Marjo says.<\/p>\n\n\n\n

Jukka thinks that one reason for accelerating work pace is customers expectations to have answers much faster than before.<\/p>\n\n\n\n

-And of course, we want to serve them that way!<\/p>\n\n\n\n

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Aiming for fast and expert service<\/h2>\n\n\n\n

Customers and their situations all differ, and from a technical support perspective, also in how much time is spent on a single \u2018ticket\u2019, i.e. a customer transaction. Some of the customers\u2019 questions are ones that can be answered immediately, and some have to find an answer in collaboration with the entire team or product development.<\/p>\n\n\n\n

The urgency of customer contacts and problem situations also varies. The goal is to serve all customers as quickly as possible, but in many cases, if a professional customer is, for example, just doing the installation of the unit at the building site, he would need an answer immediately.<\/p>\n\n\n\n

Then the installer will possibly be frustrated if all Vallox’s telephone lines are busy, Ville thinks.<\/p>\n\n\n\n

Vallox is aware of this situation, and to guarantee the fastest possible response times for professionals, the aim is to primarily serve by telephone importers and Finnish professional customers. Vallox’s website contains a comprehensive list of answers to the most frequently asked questions<\/strong> and general information about ventilation<\/a> for helping both consumers and professionals.<\/p>\n\n\n\n

Vallox recommends that consumer customers primarily contact either the local service center or the importer.<\/p>\n\n\n\n

-It is good to remember that even with good instructions, the resident should not try to adjust the ventilation him-\/herself, but always ask a professional to adjust the air volumes so that the ventilation system works as desired, Jukka reminds.<\/p>\n\n\n\n

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Working in the office or home<\/h2>\n\n\n\n

Sami thinks that projects with product development and production teams, customer visits, and training of customers and Vallox staff, bring variety to daily work. The corona pandemic has brought some changes to work as the customer visits and training sessions have been left to a minimum. At the same time, remote work has become normal at Vallox. In some situations, a visit to the factory is sometimes necessary, but most technical support work can be done from home.<\/p>\n\n\n\n

-When I keep the work rhythm same as in the office, the routines stay same regardless of whether I am in the office or home, Ville points out.<\/p>\n\n\n\n

Fortunately, collaborative projects and problem-solving work with others are possible also through the network. Topias thinks his new job in technical support team as a technical specialist for Vallox Pureo air handling units, and says:<\/p>\n\n\n\n

-As a new team member, I see this task as a customer service team\u2019s and technical support team\u2019s common creative problem solving.<\/p>\n\n\n\n

Of course, the best thing for a team working in the customer interface is to be in touch with customers and help them, problem solving as well as varying working days.<\/p>\n\n\n\n

-Encouraging feedback from customers is always great to have, and of course, really nice co-workers are very important, Marjo summarizes the thoughts of the whole team.<\/p>\n\n\n\n

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See also: <\/h3>\n\n\n\n