Technical Support

2 settimane fa

Turin, Piemonte, Italia Iveco Group A tempo pieno 60.000 € - 80.000 € all'ano

Your Mission

You will act as the technical and operational reference for the Africa and Middle East - AME region, combining deep product expertise with direct support to key accounts. You'll lead a team of specialists, ensure service readiness, and work closely with strategic customers to deliver tailored solutions and exceptional service experiences.

Key Responsibilities

  • Act as the AME Technical Expert Centre (TEC) for the Trucks product range.
  • Support the AME Customer & Product Support Manager and Service Zone Managers on all technical matters.
  • Lead and coordinate the Level 2 Technical Help Desk (THD) team, ensuring timely and accurate resolution of ASiST tickets.
  • Provide advanced technical support to dealers, importers, and key accounts, including issue diagnosis, repair solutions, and spare parts identification.
  • Manage all electronics-related requests (ECU programming, retrofits, configuration changes) for CBU and CKD vehicles.
  • Oversee the recharge process for diagnostic tool credits across the dealer network.
  • Escalate unresolved technical issues to Quality Level 3 and ensure continuous follow-up.
  • Liaise with the Quality Department to report and monitor critical product issues in the AME region.
  • Support the implementation of Product Improvement Programs (PIPs) in collaboration with Area Technical Service Managers.
  • Ensure dealer network service readiness by securing availability of technical documentation, special tools, and diagnostic equipment.
  • Act as a key trainer and reference point for diagnostic tools and systems.
  • Act as Key Account Manager for strategic customers in the AME region, providing direct technical and operational support.
  • Coordinate with internal stakeholders (Sales, Quality, Engineering, Parts) to ensure alignment on customer needs and expectations.
  • Monitor and improve service performance for key accounts, ensuring high levels of satisfaction and long-term partnerships.
  • Support the preparation and execution of technical aspects in tenders and fleet deals.

What We're Looking For

  • Qualification in mechanical engineering or a related technical field.
  • Fluency in Italian and English (mandatory); French, and Arabic are a plus.
  • Strong knowledge of truck aftersales operations and product electronics.
  • Experience with ECU programming and electronic systems.
  • Proficiency in MS Office and diagnostic platforms.
  • Experience in team management and customer relationship handling.
  • Workshop experience is highly appreciated.

Preferred Tools & Systems

  • eTIM (technical literature)
  • IWD (diagnostic tool management)
  • Esomweb (vehicle electronics database)
  • RSS (Teleservices)
  • Power (parts catalogue)

Key Competencies

  • Strong leadership and team coordination skills
  • Self-motivated with excellent planning and organizational abilities
  • Budget management experience
  • Customer-focused with excellent interpersonal and communication skills
  • Proactive, autonomous, and solution-oriented
  • Willingness to travel across the AME region
  • Strong relationship management and negotiation skills with key customers

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