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Technical Oem Customer Care Expert
5 mesi fa
Italy
TREVISO
- Commercial
- After Sales/Customer Care
07/10/2023
**TECHNICAL OEM CUSTOMER CARE EXPERT (M/F/X)**:
**Responsibilities**:
As an OEM Customer Care eExpert,, the new Colleague will be responsible for managing and coordinating all aspects of OEM service support, ensuring the highest level of customer satisfaction and adherence to quality standards. The role will involve providing technical support, handling customer inquiries, and overseeing the successful execution of service agreements with OEM partners.
- Main Responsibilities
- Serve as the primary point of contact for OEM service-related matters, maintaining strong working relationships with OEM partners and customers with a specific focus on Nespresso and Dolcegusto. In particular:
- Coordinate and manage the execution of service agreements with OEM partners, ensuring compliance with contractual obligations, deadlines, and quality standards
- Provide technical support to OEM partners and customers, resolving product-related issues, troubleshooting technical problems, and offering appropriate solutions
- Collaborate closely with cross-functional teams, including Sales, Engineering and Operations, to address customer needs, ensure effective service delivery, and promote continuous improvement
- Conduct regular reviews of service performance metrics, analyzing data and identifying opportunities for process optimization, cost reduction, and enhanced customer satisfaction
- Develop and deliver comprehensive training programs to OEM partners and internal teams, ensuring a deep understanding of product features, functionality, and service procedures
- Assist in the creation and maintenance of service documentation, including manuals, troubleshooting guides, and FAQs, to facilitate effective support and troubleshooting
**Job Profile**:
- Qualifications- Bachelor's degree in Engineering, Business Administration or a related field. Relevant work experience may be considered good as well
- Proven experience in OEM service management, technical support, or related roles within the manufacturing industry
- Skills- Strong problem-solving skills with the ability to analyze complex technical issues and provide effective solutions
- Excellent communication and interpersonal skills, with the ability to build rapport with diverse stakeholders, including customers, partners, and internal teams
- Detail-oriented and highly organized, capable of managing multiple projects simultaneously and meeting deadlines
- Self-motivated and proactive, with a strong customer-centric mindset
- Willingness to travel occasionally for customer visits, training sessions, or industry events
- Ability to adapt to changing priorities and work effectively in a fast-paced, dynamic environment
- Speak English fluently
- Benefits- Hybrid work
- Flexible time and one day-off per month
- Company restaurant
- Technical and soft training
- Job Rotation
LI-MP1
