Customer Technical Support

Job Title

Tasks And Responsibilities

Missions:

• Ensure technical support to the distribution network (Support customers with sales organization)
• Record the problems encountered and manage the replacement of products
• Train the network on products
• Be the internal link on the use of products by our clients
• Be able to interpret customer issues and optimize information management and internal problem history

Principal activities:

In customer support:

• Ensuring technical support to customers
• Record and manage customer claims
• Analyze the causes of "product" discrepancies related to customer complaints and escalate the issues to the correct level of action
• Pilot meetings through the problem resolution methods (Corrective action form to be used)
• Be the person responsible for the achievement and the updating of the manuals for the use of the products and the maintenance
• Define the spare part lists for the different products
• Inform distributors about the actions taken
• Inform the network when needed
• Set up and ensure the updating of technical problem-solving documentation
• Perform and update the reporting on customer support activity

As part of the training in 1st level product use and maintenance:

• Propose an annual training plan by product range and region, then design the training materials
• Animate and evaluate training for the network

As part of the product expertise:

• Participate in product projects
• Contribute to product management, R&D and quality questions asked in the field
• Provide support to the Technical (Design, Sustaining), Production, and Innovation services in connection with all the technical services related to products and the service teams of all entities

Education

• Associate or Bachelor Degree in a technical field (electrical, mechanical, pneumatic, hydraulic automation)

Professional Experience

• Similar experience of 5 years minimum
• Experience from a production site or an industrial environment

Competences And Knowledges Required

• Technical knowledge of the products
• Knowledge of the standard ISO 9001
• Experience in problem-solving methods and associated tools (Lean management)
• Ability to lead meetings and presentation
• Knowledge of customer relationships
• Knowledge of industrial fields (Good Manufacturing Practice)
• Autonomous, rigorous and responsive
• Sense of listening and pedagogy
• Spirit of analysis, synthesis and organized