Technical Support Manager

Il y a 2 mois

Overijse, Belgique BIA Group Temps plein

BIA Group is active in the sales, rentals and after-sales services of equipment intended for public works, mines, quarries and transport. The Group operates in Europe, Africa and Asia and has more than 1000 enthusiastic employees.

**Summary**:

- Provides advanced technical expertise on all breakdowns/ Services cases escalated by the countries and the Central Teams
- Develop product support knowledge and expertise of BIA after market teams
- Monitors and follows-up all technical support issues between OEM’s and BIA organization, acting as a single point of contact between OEM’s and BIA organization
- Maximize claim recovery
- Design and drive respective OEM relationship
- Comply with the OEM standards, tools and processes

**What will be your responsibilities?**:

- Provide best in-quality and in-time technical support to After-market internal customers
- Ensure that the after-market community complies strictly with all OEM's claims and technical obligations
- Ensure that the management and distribution of all technical information received from the OEMs to the BIA Organization are in place and monitored
- Perform state of the art claim files towards the OEM and maximize claim recovery. Monitor and supervise the full claim value chain : From claim submission to claim reimbursement to customers
- Conduct regular meetings and organize monthly reporting on Technical Support topics (Technical issues, FC’s, TSI’s, etc.) with OEMs and with BIA aftermarket community
- Perform remote or on-site technical investigations on major technical issues respecting communication paths between BIA local team, OEM and customers

**Organization and people management**
- Facilitate and actively promote sharing of best practices across countries through the creation of a community of technical support teams.
- Manage one or several Technical Support Engineers &/or Rovings ensuring day-to-day management (recruitment, leave, training, competences development, objective setting,...) with effective back-up of competencies in place

**Who are we looking for?**:

- Mechanical Engineer diploma or equivalent
- Min 3-5 years’ experience as Technical Engineer (Mechanical, Mechatronic, Electrical) in the area of BIA
- Knowledge of drilling, crushing & screening is an asset
- Knowledge of Metso, Furukawa & RTD Drillls products is an asset
- Experience in working as dealer is an asset
- Customer support oriented
- Technical support oriented
- Process & KPI oriented
- OEM’s communication/negotiation skills
- Presentation/Training skills
- Experience in remote management
- Willing to travel worldwide on a regular basis (estimated 20%) with potential relocation in Africa at medium term

**What's in it for you?**:

- A permanent contract
- A competitive salary and an interesting package of extra-legal benefits
- A human sized company with international dimension, encouraging autonomy and team spirit
- Cooperate in a team with experienced and passionate colleagues within a successfully growing family-owned company
- Benefit from a challenging career opportunity with an extensive training program
- In this challenging job you get the possibility to take initiative and further develop the function

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