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