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Service Troubleshooting Coordinator
il y a 3 jours
**About the job Service Troubleshooting Coordinator**:
**Our client is a multinational player in the field of material handling and earthmoving equipment.**
They are seeking to fill the position of Troubleshooting Coordinator within their Service department.
Your main responsibility will be to assist our client's dealers in efficiently repairing Material Handling products to ensure high customer satisfaction.
**Role & Responsibilities**:
- ** Dealer Service Support**:
- Provide technical troubleshooting assistance to our client dealers' service personnel using our Salesforce Case Management system.
- ** Escalation to Product Support**:
- Keep the Product Service Manager updated on machine quality issues, request support when necessary, and communicate identified solutions.
- ** Reporting**:
- Provide management with visibility on customer satisfaction by reporting "Response Time" performance and the importance of each question addressed by dealers.
- Relay recurrent questions to the parts team for quicker responses and to enhance their knowledge.
- ** Internal Service Team Communication**:
- Keep Service Managers, Aftermarket Managers, Warranty Auditors, and Technical Trainers informed about current problem trends.
- ** Warranty Team Support**:
- Assist the warranty group in evaluating failures and questionable claims.
- ** Dealer Communication**:
- Identify the need to communicate solutions to dealers and keep relevant teams informed for updating or developing service letters, repair manuals, and training manuals.
**Your Profile**:
- Technical academic background (mechanical engineering, etc.).
- 2-5 years of technical troubleshooting experience in hydraulic, hydrostatic, diesel engines, and electrical systems.
- Extensive product knowledge, including features, benefits, sales specifications, correct equipment operation, technical specifications, and systems troubleshooting.
- Proficiency in reading schematics and diagrams.
- Strong understanding of service from a dealer's perspective.
- Client satisfaction-oriented mindset.
- Excellent interpersonal skills, both written and verbal.
- High computer proficiency.
- Proficiency in English is mandatory.
- Proficiency in a second language (French, German, Italian, Spanish, Polish, Russian, Dutch) would be highly appreciated.
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