Service Troubleshooting Coordinator
Il y a 5 mois
We've been engineering powerful machines and transforming how the world works for more than 60 years. 16 countries, 32 nationalities, almost 3,000 employees, 175 dealers in EMEA, and a top-notch Innovation Centre. That's us **Doosan Bobcat EMEA**.
Our heritage of innovative solutions and technological advancements, powered by our passionate people, place us as an industry leader. Our people are talented, smart and driven and work collaboratively to revolutionize how things get done. With us, you will be supported to be at your best and find career opportunities that will challenge, inspire, and reward you.
We are recruiting our **Troubleshooting Coordinator **within our Service department.
You will Provide Bobcat dealers assistance to enable them to repair Material Handling products in the most efficient manner in order to ensure high customer satisfaction.
**Role & Responsibilities**
**Dealer service support**
- provide technical troubleshooting support to Bobcat dealers service personnel through our Salesforce Case Management system
**Escalation to Product Support**:
- Keep the Product Service Manager informed of incoming information relative to machine quality. Request support when needed. Communicate solutions when identified.
**Database of solution development**:
- Build a database of known issues and corresponding solutions. Share it systematically with internal employees and with dealers when relevant.
**Support to develop documentation**:
- Every time needed, helps Service Team (field, product support, warranty, product support, training) to develop documentation to make Doosan/Bobcat recognized as a top tier player.
- Prepare Parts bulletins that can be required to make dealers aware of changes or specific features of the parts
**Reporting**:
- Give the right visibility to the management on the customer satisfaction by reporting "Response Time" performance and importance of each question addressed by the dealers.
- Pass over to parts team recurrent questions so that they may be able to answer in a faster time and increase their knowledge level.
**Internal Service team communication**:
- Communicate with the Service Managers, Aftermarket Managers, Warranty Auditors, Technical Trainers and keep them updated and informed on current problem trends.
**Warranty team support**:
- Assist the warranty group in evaluating failures and questionable claims.
**Dealer communication**:
- Identify the needs to communicate solutions to dealers. Keep Product Support Managers, Publication Coordinators and Technical Trainers aware about the need to update or develop service letters, repair manual and training manuals.
**Your profile**
- Technical academic background
- 2-5 years technical troubleshooting experience on hydraulic, hydrostatic, diesel engines, and electrical systems required.
- A broad range of product knowledge including product features and benefits, sales specifications, correct equipment operation, technical specifications and systems troubleshooting.
- Strong knowledge of service from a Dealer's perspective
- Client satisfaction driven
- Strong interpersonal skills both written and verbal.
- High Computer skills
- English mandatory.
- Another second language would be highly appreciated (French, German, Italian, Spanish, Polish, Russian, Dutch).
**WHY WORK WITH BOBCAT**
- International working teams (colleagues from 32 different countries)
- Dynamic, inspirational, and innovative working environment
- An opportunity to be a part of a global market leader
- Possibility for further personal and professional development
- Many different trainings and development opportunities
- Career growth through internal mobility
Are you interested? Do not hesitate and send us your resume
**Job Types**: Full-time, Permanent contract
**Salary**: €45,000.00 - €53,000.00 per year
Work Location: Hybrid remote in 9100 Sint-Niklaas
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