Technical Assistance Specialist (Hotliner)
Executive recruitment company Monroe Consulting Group's Industrial Division is recruiting on behalf of a well-established multinational company in the machinery and equipment manufacturing for processing wood, stone, and glass.
Job summary:
- The winning candidate is part of the Customer Care function and reports to the Customer Care Director. At a mid-senior level of experience, the Technical Services is responsible for managing technical support for customers and technicians, prioritizing service levels based on urgency. The role includes providing multi-channel support, troubleshooting issues, validating warranty claims, escalating unresolved cases, and fostering knowledge sharing. Additionally, it involves supporting parts identification and ensuring efficient case management through proactive escalation handling.
Job description:
- Manage customer and technical service people.
- Validate warranty claims for parts and service requests.
- Manage the Escalation flow to Product Care and unique competence.
- Manage proactively the installed base in order to reduce or anticipate critical customer situations.
- Represent the single point of escalation for internal market requests to unique competences and Product Care.
- Measure Service level based on urgency, case automatically prioritized by the system.
- Provide support through phone, email, Sophia and remote desktop software.
- Troubleshoot problems, decipher error codes, identify faulty components.
- Create request for spare parts.
- Handle general technical requests and forward to the proper team if needed (manuals, layouts, software updates, PC upgrades, devices set-up, maintenance).
- Link the machine error to the Service ticket to increase the Knowledge base DB.
- Forward unresolved cases to Services Machines for on-site support.
- Support Technology Applications to identify knowledge gaps within Markets, participate in technical training as key reference, serving as internal trainers.
- Support parts team with advanced level parts identification.
Job Requirements:
- Bachelor's Degree in Economics/Engineering/Logistics Management or a related field.
- At least 3 years of working experience in technical role in servicing manufacturing equipment or machine tool industry.
- Proficient technical knowledge of machine-tools.
- Excellent expertise in troubleshooting and diagnosing technical issues.
- Proficient knowledge ERP utilization.
- Experience in multi-channel customer support (phone, email, remote software, IoT platforms like Sophia).
