After Sales Technical Area Support Specialist at

Baoli EMEA is a member of Germany’s KION Group AG, one of the world’s largest material handling equipment and solutions providers. Baoli EMEA offers affordable forklift trucks, warehouse equipment and spare parts to its customers across Europe, the Middle East and Africa.

In the growing economy market segment, Baoli EMEA is currently expanding its central product support team in Lainate (Milano), Italy. It is the company’s goal to provide best in class after sales services to its network partners.

Therefore, we are looking for a Technical Area Support Specialist After Sales to grow our team. This position will actively support our international network partners in solving their technical issues, developing the network's product support level, and actively educating our partners in an effort to increase our parts sales potential. This includes the management of warranty and goodwill cases, field actions, and processing quality feedback. The primary focus of this position will be Eastern Europe, the Middle East and Africa.

We are a small, but growing team in which you have the chance to have a real impact on customer satisfaction, to implement your ideas, to personally grow and to jointly shape the future of Baoli EMEA.

Please note: In this position you will be required to speak English as our network partners are located across Europe, Middle East and Africa.

**What we offer**:

- A company with future: Baoli EMEA is a growing organization in a very dynamic market. As part of the German KION Group we are establishing a credible foundation for long-term success
- Various privileges: Possibilities for regular remote work, attractive compensations & employee benefits, chances to learn new professional skills, a canteen with company subsidized prices, an open and friendly working environment

**Tasks and Qualifications**:
**Your responsibilities (ENG)**

**Technical after sales support**
- Assists our network in solving technical problems on customer trucks on-site or remotely
- Support BAOLI Service in solving and identifying product related issues and ensure qualified technical feedback to handle at 3rd level
- Warranty and goodwill handling
- Verifies the correct use and updates of the business software with the network and the means made available
- Organizes spare parts & optional equipment webinars/training to develop service sales and assists the network identifying correct spare parts
- Follow up and steer field campaigns
- Collect and evaluate product feedback

**Network support & enablement**
- Actively nurturing the relations to our network partners
- Monitor the product support level within the Baoli network, identify improvements and educate our organization to improve the overall technical product support (e.g., diagnostics)
- Evaluate special training needs, prepare and carry them out
- Support technical implementation of new products and projects
- Manage continuous process improvements
- Providing feedback to our internal suppliers to improve our overall service level

**Qualifications**
- Certified technician or an engineering degree
- Experience in customer service
- Good analytical skills
- Team player and hands-on mentality
- Organized, solution-driven and proactive
- Open, approaching, friendly and patient
- **Fluent in written and spoken English**
- French language skills are a plus

**Principali attività e responsabilità (ITA)**

Questa posizione riporterà direttamente al Head of Service & Business Operations e supporterà attivamente la nostra rete internazionale di vendita e assistenza nella risoluzione dei problemi tecnici.

Di seguito le principali responsabilità affidate:
**Assistenza técnica post vendita**
- Assiste la nostra rete nella risoluzione di problemi tecnici sui mezzi dei clienti in loco o da remoto
- Supporta il servizio Baoli nella risoluzione e nell'identificazione dei problemi relativi al prodotto e garantisce un feedback tecnico qualificato da gestire al 3° livello
- Gestisce la garanzia e l’avviamento
- Verifica il corretto utilizzo e gli aggiornamenti del software aziendale
- Organizza webinar/formazione su parti di ricambio e attrezzature opzionali per sviluppare le vendite di servizi e assiste la rete nell'identificare i pezzi di ricambio corretti
- Segue e dirige le campagne sul campo
- Raccoglie e valuta il feedback sul prodotto

**Supporto e abilitazione della rete**
- Coltivare attivamente le relazioni con i partner
- Monitorare il livello di service all'interno della rete Baoli, identificare i miglioramenti e istruire la nostra organizzazione per migliorare il supporto tecnico generale del prodotto (ad esempio, la diagnostica)
- Valutare i bisogni formativi speciali, prepararli e realizzarli
- Supporto all'implementazione técnica di nuovi prodotti e progetti
- Gestire continui miglioramenti di processo
- Fornire feedback ai nostri fornitori interni per migliorare il nostro livello di servizio complessivo
- Diploma tecnico/ laurea in ingegn