Technical Support Manager

Il y a 2 mois

Overijse, Belgique BIA Group Temps plein

**_Job Description only available in English_**:
**About BIA**:
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 1200 enthusiastic employees.

**Summary**:
**For assigned/respective/specific brand(s), the aim of this position is to**:

- Provide 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 BIA claim recovery (all aspects, quantity, quality, lead-time)
- Comply with the OEM standards, tools, and processes.

**What will be your responsibilities?**:
**1. General**

**For respective OEMs**:

- 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.
- Develop and maintains effective quality feedback processes to support the OEM’s.
- Ensure that the management and distribution of all technical information received from the OEMs to the BIA Organization are in place and monitored.
- Monitor and supervise the full claim value chain: From claim submission to claim reimbursement to customers.
- Organize monthly reporting on Technical Support topics (Technical issues, FC’s, TSI’s, etc) with OEM’s 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.
- Perform analysis and support deployment of digital solutions (SmartFleet, OEM programs.).
- Develop new projects/services for customers in line with organization.

**2. Organization and people management**
- Ensure full organizational alignment and related communication.
- 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.
- Escalate High urgency/high visibility issues and blocking points to Management when necessary.
- Provide on a regular basis status of team workload, performance on defined KPIs, progress on projects to raise attention on current performance, workload, risks for the organization...

**3.Projects**
- Develop projects on technical scope based on organization needs.

**Who are we looking for?**:

- Mechanical or Electro-mechanical Engineer diploma or equivalent in experience.
- Min 5-10 years’ experience as Technical Engineer on heavy machinery business or similar environment.
- Proven experience in People Management.
- Experience in Heavy Equipment, Ancillary and Komatsu machines or equivalent OEM.
- Experience in SAP is a plus.
- Fluent in English, French & Dutch is a plus.

**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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