Implementation & Care Back Office Specialist

We’re looking for a passionate back office operator with an understanding of the Italian market who will help increase satisfaction and service portfolio of the Italian Hilti customers.

**Who is Hilti?**:
If you’re new to the industry, you might not have heard of us. We provide leading-edge tools, technologies, software and services for the global construction sector. We have a proud heritage, built over 75 years, and a worldwide reputation for pioneering products and exceptional service.

With 30,000 people in more than 120 countries, which we’re looking to expand, we’re a great place for you to show us your worth, step up to new challenges and grow your career.

**What does the role involve?**:
As Implementation & Care Back Office Specialist, you’ll be leading our Life Cycle Management process coordinating resources on site and remotely with the aim to ensure the best customer experience.

You will support our field figures in managing the implementation and the after-sales care of our Tool Services solutions.

The job will involve working in tight contacts with many departments, and a multi-level approach would be required to be successful in the job.

Your main tasks will be the following:
Understand coherence between customer needs and solutions and support with standardized and tailored implementation and care concept
Deliver high-qualified remote training of the relevant customer stakeholders
Quickly recognize signs for customers at risk and identify measures to ensure contract stability
Use a consultative approach to support the customer in the optimal implementation and usage of TPM solutions
Coach customer how to use the software at its full potential
Identify opportunities and recognize potential for targeted up
- & cross-selling of services
Drive customer engagement and increase satisfaction, request feedback to improve customer experience
Strengthen and foster long-term customer relationship
Increase satisfaction of new and existing customers, handle complaints as required and collect feedback as basis for improvement of the customer experience

**At Hilti, you’ll enjoy all the perks of being part of a big company, but with the autonomy of running a small business.**

**What do we offer?**:
We will give you everything you need to excel in your role, including ongoing training and lots of responsibility from the start, you’ll have the freedom and autonomy to do whatever it takes to deliver outstanding results.
In return for your exceptional performance and consistent results, you will receive exciting opportunities for personal development and career progression.

**Why should you apply?**:
We have an excellent mix of people, which we believe makes for a more vibrant, more innovative, more productive team. So, if you’ve never worked in construction, that’s fine with us. Success at Hilti is down to teamwork, ability and competitive drive, no matter what your background.
You will be able to discover how a marketing department works in a multi-national and multi-cultural environment. This means to be a fast-learner, curious and open by nature, to ensure smooth onboarding and effective support to the team.

**What you need is**:

- Bachelor’s degree, ideally in economics/marketing/sales, having a passion for technology and innovation is a plus
- At least two years of experience in Back Office roles, construction management or related technical field and in a process-oriented working environment
- Fluent in English and Italian, other languages are a plus
- Good knowledge of Office Suite: PPT, XLS, WORD, etc.
- Learning agility to acquire new skills & knowledge to adapt to changes in software
- Strong communication and organizational skills, entrepreneurial spirit with pro-active and target oriented behavior
- Good understanding of Customer needs

JoinHilti

“There’s a real family spirit and you can literally knock on any director’s door at any time. Also your line manager will work very hard to help you develop your skills, both professionally and personally.”
- Amer, Key Projects Manager