- be the primary technical contact for customers
- Assist customers in the repair and maintenance activities, but also with providing spare parts and associate services
- identify and translate customers requests
- handle technical incidents and establish reports (troubleshooting, expertise, gathering useful information for analysis
- Guarantee, when necessary, the proper processing of offers : spare parts, onsite interventions and repairs.
- Coordinate onsite interventions actions and ensure an ongoing communication to the customer.
- provide technical assistance to the Repairs Department and Field Service Technicians + Business Centers
- Occasionally promote to customers Company's technical training sessions and sales of spare parts and repairs
- Initiate, together with the appropriate stakeholders, the implementation of corrective actions that arose from customer complaints/claims.
- be the technical interface within Company's departments, such as Engineering, Purchasing, Sales, Production, Global Service and customers
- identify potential sales opportunities and forward the information to the sales teams.
- Identify the spare parts needed for Sales team to quote to customer
- Recommend spare parts needed for regular maintenance/during troubleshooting
- Acts as last form of technical checks to make sure the spares quoted is according to customer's requirement
- curb warranty costs.
- be responsible for the collection of outstanding payments for the Customer Service department
- maintain proper records of interaction with customers within the CRM tool
- control offers and order confirmation as per applicable procedures
To be our next Technical Support Engineer you will :
- Have 3 to 5 years of experience in Mechanical Engineering. Marine engineering with mechanical knowledge will also be considered.
- Be service oriented and customer focused,
- Be safety conscious,
- Be autonomous, rigorous in your work, organize and be able to work under pressure.
- Be willing to travel if needed.
