This position is responsible to ensure the delivery of professional Field Service to Lectra and Gerber customers in Central & Eastern Europe. It includes the daily management of customer accounts, field service dispatching, customer training, contracts, escalation and complaints. The position is a key role within the organisation to satisfy customer needs and motivate the field service team in regards to engagement and customer relation management.
Responsibilities:
* Planning & dispatching of Field Service Engineers
* Planning & management of preventive maintenance activities, audits, corrective maintenance visits
* Maintaining & managing the Field Service Engineers schedules
* Motivation and engagement of the team
* Ensuring Customer Care SLA’s are achieved & Customer satisfaction is prioritised at all times
* Handling of customer requests, queries and complaints
* Planning and organisation of installations & upgrades with members of the Customer Care Team
* Creation of work orders & quotations for customers
* Collaborate across boundaries in regards to internal and external departments
* Management of customer data using Lectra ERP tools
* Warranty management of parts (warranty claims)
* Support and close cooperation with Customer Care Manager and other Service Coordinators in EMEA North
* Support of Service Contract Managers with service contract offerings and follow-up
Requirements:
* Excellent organisational and planning skills
* Good knowledge of MS Office tools
* Knowledge of ERP Systems (Oracle, SAP, Salesforce; training on systems will be provided)
* Proven ability to communicate effectively and customer orientated
* Self-dependent working behaviour
* Open minded for further developments and good adaptability skills
* Capacity of teamwork and conflict management
* Proven ability to communicate effectively, verbally and in written form
* Customer orientation
* Language: German native level, English business fluent, Polish very welcome, other Eastern European languages very welcome