Field Services Engineer

Il y a 1 jour

Brussels, Brussels-Capital, Belgique TOLON Temps plein

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As a Field Services Engineer at TOLON, you will manage after-sales operations in your assigned region(s). You will combine remote management tools with onsite visits to distributors and end customers to deliver outstanding service. You will develop and implement strategies that increase customer satisfaction, resolve complaints, and build long-term customer loyalty. What You Will Do
• Manage and improve regional after-sales operations in line with customer needs and company policies
• Manage the ticket system and respond to technical support requests (written, verbal, or onsite) with the support of relevant units, closing the loop on every case
• Provide written or verbal onsite support for TOLON (and branded) machines to resolve technical problems
• Help structure an uninterrupted technical support service within service quality standards
• Drive continuous improvement and efficiency in after-sales processes
• Contribute to setting regional targets, monitoring performance, and developing strategies to achieve them
• Manage the distributor network providing after-sales services in your region, and coordinate field teams together with regional managers
• Monitor the performance, development, and motivation of distributor service teams, and strengthen communication and cooperation
• Assess the technical proficiency of customers in your region and build training plans with your superior
• Plan and deliver training based on customer demand, including OEM factory visits and field training for the technical and sales teams of customers and distributors
• Prepare guidelines, troubleshooting documents, workflows, and service instructions, and support software testing
• Discuss technical topics and requests with distributors, dealers, end users, and suppliers
• Screen and filter warranty claims, guide distributors and customers, and forward requests to your superior for approval within a reasonable time
• Organize, develop, and improve warranty, spare parts supply, and technical support processes
• Actively represent the Service Team at trade fairs and exhibitions What We’re Looking For
• Bachelor’s degree in Engineering (Electrical-Electronics / Mechatronics) or, preferably, 5 years of technical service experience in the laundry industry
• Fluent spoken and written English (mandatory); any additional European language is an advantage
• Good command of MS Office
• Experience with a service management CRM is a plus
• Valid driving licence
• Strong communication and relationship management skills
• Ability to work independently and remotely
• Willingness to travel 30–50% of working time
• Residence in Belgium or Germany is required *You must reside in the states of Belgium or Germany.

Field Services Engineer

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