After Sales Service Technician

MAIN PURPOSE OF POSITION

After Sales Specialists is a role, which is responsible for the management of aftersales operations in a specific geographic region/s. S/he executes the required tasks remotely for the company's after-sales services and customer relationship management by using remote management tools as well as onsite visits to distributors and to final-customers. This role develops and implements strategic plans to increase customer satisfaction, resolve complaints, address the issues with products or services, and ensure customer loyalty.

MAIN TASKS AND MAIN RESPONSIBILITIES

Managing After-Sales Operations and Customer Support

• To manage and improve after-sales operations regionally, by customer needs and company policies.
• To manage the ticket system to respond to all technical support requests from the assigned region, written, verbal, or physical way with the support of the relevant units, and to follow the case from the immediate superior.
• To develop and implement strategies to provide high quality standards of customer service.
• To follow up the development, field performance, and motivation of the service members of distributors in the specified region/s.
• Increasing the efficiency of after-sales processes and to ensure the implementation of continuous improvement processes
• To assist in setting regional targets, monitoring performance, and developing strategies to achieve targets.
• To provide written or verbal onsite support for the TOLON (& branded) machines with the support of relevant departments to resolve technical problems.
• To generate the tickets to work on the requests received through all communication channels and provide a close-the-loop approach.
• To help structure the technical support service that will provide uninterrupted service to all customers to manage within the scope of service quality standards.

Management of Regional Distributor Teams

• To manage the distributor network that provide after-sales services for the region.
• To encourage cooperation among team members, strengthen communication, and provide an effective working environment.
• To monitor the performance of teams, provide training, and make efforts to increase motivation.
• To ensure coordination of field employees through various regional managers

Technical Training Planning and Management

• To evaluate and report the technical proficiency of customers in the region she/he is responsible for and create training plans accordingly with her/his superior.
• To plan and deliver training in line with customer demands
• To plan, implement, and develop OEM-factory visits and field training for technical and sales teams of customers as well as distributors.
• To be able to handle guideline preparation, troubleshooting, workflow preparation, service instruction writing, software testing
• Ability to discuss technical problems and demands of dealers in all countries selling Tolon brand machine with Distributors/Dealers and End-users as well as suppliers

Fair/Exhibition Organization Management

• To Play an active role in the trade fairs, hands on as well as representing Service Team.

Warranty Procedures Management

• Scan and Filter the warranty claims, guide the distributors / customers accordingly with his/her superiors to finalize within a reasonable time
• To organize, develop, and improve after-sales services such as warranty, spare parts supply, and technical support.
• Filtering and forwarding warranty requests from customers to a superior for approval and following up.

ROLE REQUIREMENTS

• Reports to Global Services Operations Manager.
• Having Bachelor's Degree in Engineering (Electrical-Electronics / Mechatronics Knowledge) or preferably 5 years of Technical Service Experience in Laundry Industry.
• Good knowledge of Ms Office Software Skills
• Fluent English and Spanish, both spoken and written, are mandatory for this role.
• Any Service Management CRM experience is preferable.
• Active driving licence is required.
• Effective Communication and Relationship Management are essential for this role.
• Independent and remote working are key requirements
• Open for traveling between 30 and 50% of the working time
• You must reside in the states of Florida, Georgia, South Carolina, or North Carolina.