Your main responsibilities are:
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Technical Customer Support & Internal Helpdesk
Provide timely responses to customers’ technical inquiries, prioritizing VIP clients and high-value sensors. Ensure prompt resolution of technical issues, through phone or written support to enhance customer satisfaction and loyalty. Punctual interventions on-site could be done.
Respond to the technical hotline, direct calls from European customers, and support the European Sales Team in product related questions and cases.
Investigate, create and coordinate technical documentation (ex.wiring diagrams) to support clients on-site.
Provide ongoing internal support in collaboration with the other colleagues from Technical Support Departement.
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Guidance and Support during Product Lifecycle
Collaborate closely with cross-functional teams (Sales, PM, R&D, Quality) to conduct field tests, identify opportunities for continuous improvement, and provide technical insights for product development, thanks to your daily contacts with technicians on the field.
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Administration and Reporting
Ensure knowledge sharing through written reports and documentation, facilitating continuous learning and improvement within the organization (Sales, Product Management, Marketing).
Define and track key performance indicators (KPIs) related to service and product quality, utilizing a ticketing system to measure customer satisfaction and identify areas for improvement.
Ensure product (BEA & competition) testing and analyses in collaboration with Product Management and R&D teams.