First point of entry for customers related to Technical issues
Collect and Filter customer calls, identify needs and answer or manage accordingly any technical request to ensure general support requests from customers are answered
Manage customers’ Field/Operational activities (under Services Calls), identifying needs and driving efficient and effective support, ensuring Customer satisfaction
Coordinate and follow-up with the Field Planning team on Services requests for interventions, including Warranty (Equipment, Service project, Field service) and spare part intervention requested by Part Admin (under SPNC)
Prepare, organize, monitor and support Field Services activities at customers’ site, including Health and Safety and reporting
Organize stand-alone / complete line Maintenance/Overhauls and emergency interventions
Coordinate audit execution : Diagnostic Visit, ECO audits, Line audit, etc.
Ensure Field intervention processes are implemented and applied, maintaining an orderly workflow
Ensure timely and effective utilisation of tools (e.g., SAP, Contact Center, local ERPs for Services orders, FSM for FSE interventions, etc.)
Focus on Customer proximity
Job details are sourced from the employer's original posting.
