Technical Support Representative

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. For that reason, we are looking for a Technical Support & Training Instructor. This position will actively support our international sales & service network in solving their technical issues, increasing the network's product support levels, and safeguarding serviceability and quality of our truck portfolio. Addition tasks include warranty case management, steering of the new truck pre-delivery inspection and coordination of potential field actions across the market area. In this position a close collaboration with our internal network (e.g., the factory in China) is crucial. It will regularly be required to be onsite at our new trucks distribution center in Rolo, Reggio Emilia, Italy.

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)**

**After sales quality management**
- Collect, analyze and evaluate product feedback
- Define solutions, follow-up and safeguard their implementation with our factory
- Document and communicate quality improvements
- Organize, steer and follow-up field actions in EMEA when required
- Safeguard compliance of technical standards in collaboration with our factory and network partners
- Steer and optimize the pre-delivery inspections performed in our facility in Rolo, Italy
- Represent after sales interests in the development of new products

**Network enablement & process development**
- Actively cultivate the relationships with 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
- Technical implementation of new products and projects
- Manage continuous process improvements
- Provide feedback to our internal suppliers to improve our overall service level

**Qualifications (ENG)**
- Certified technician or an engineering degree (mechanical and electrical)
- Experience in customer service
- Good analytical skills
- Team player with hands-on mentality
- Organized, solution-driven and proactive
- Open, persistent and friendly nature
- **Fluent in written and spoken English**

**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:
**Gestione della qualità post-vendita**:

- Raccogliere, analizzare e valutare i feedback sui prodotti
- Definire soluzioni, follow-up e salvaguardarne l'implementazione con la nostra fabbrica
- Documentare e comunicare i miglioramenti della qualità
- Organizzare, guidare e seguire le azioni sul campo in EMEA quando richiesto
- Salvaguardare la conformità degli standard tecnici in collaborazione con i nostri partner di fabbrica e di rete
- Guidare e ottimizzare le ispezioni pre-consegna eseguite nel nostro centro logistico di Rolo (Reggio Emilia
- Italia)
- Rappresentare gli interessi post-vendita nello sviluppo di nuovi prodotti

**Abilitazione della rete e sviluppo dei processi**:

- Coltivare attivamente le relazioni con i nostri partner di rete
- Monitorare il livello di supporto del prodotto all'interno della rete Baoli, identificare i miglioramenti ed educare la nostra organizzazione per migliorare il supporto tecnico complessivo del prodotto (ad esempio, diagnostica)
- Valutare esigenze formative particolari, prepararle e realizzarle
- Implementazione técnica di nuovi prodotti e progetti
- Gestire il miglioramento continuo dei processi
- Fornire feedback ai nostri fornitori interni per migliorare il nostro livell