Position Overview:

The Technical Support Specialist will take care of the pre-sales and after-sales technical assistance to the customers of a specific country/area.

Providing Technical Support means offering:

• Customer support during the selection, installation, and commissioning of products.

• Advices and solutions for the optimal use of products and troubleshooting.

The service offered guides the customer towards successfully resolving their needs, leaving a positive perception of the service received.

Training, support, and daily synergy within the Headquarter ensure prompt and high-quality support to the customer, even for the most complex activities.

Key Responsibilities:

• To propose the right brand part numbers according to customer’s application.

• To find the company alternative to a competitor product.

• Suggest the right product according to the wiring diagram provided by the customer.

• To provide product certifications.

• To send declarations (Origin, Long Term, Dual-Use, Reach & Rohs, Conflict minerals).

• To support technicians and designers with the wiring and the programming of our products

• To perform online and on site commissioning on our products.

• To manage claims (non conformity) received from the market.

• To hold technical trainings about the use of complex our company devices (e.g. ATLs, FFLs, PMVFs. .. etc).

• To process requests for return of defective or non-working products.

Qualifications:

• Bachelor’s degree in Degree in electrical, electronic, energy, automation, mechatronics engineering and/or equivalent diploma/culture.

• Excellent communication, management, organizational, and interpersonal skills with the ability to build rapport and credibility with the customer.

• Self-motivated, organized, and capable of working independently with minimal supervision.

• Knowledge of the main problem-solving tools.

• Excellent interpersonal skills and customer orientation.

• Good knowledge of the English language.

• Enthusiasm, ingenuity, and proactivity for continuous development of the skills required for the role.

KPIs:

• Number of tickets closed per day (with and without the support of the Headquarter).

• Customer satisfaction rate.

• Quantity of claims received from the customers.

• Quantity of customers who complain.