Hotliner SAV W - M H/F Bystronic
Les Ulis - 91 CDI- 35 000 - 45 000 € / an
- Télétravail occasionnel
- Bac +3, Bac +4
- Bac +5
- Industrie Auto • Meca • Navale
- Exp. 1 à 7 ans
Les missions du poste
The Hotliner provides technical support to resolve routine issues using standard tools and procedures. He/she advises and assists other employees or customers and is acknowledged as a specialist in the field. He/she is responsible for handling cases from reporting to resolution in an efficient manner and maintaining high levels of customer service and satisfaction.
Primary Duties and Responsibilities
- Technical Support :
- Responds to customer inquiries, assess problems and issues with the equipment, software and applications, and help resolve these issues with available tools.
- Provides day to day support and guidance to internal colleagues to resolve both technical and non-technical issues (e.g. parts or organisational queries).
- Supports functions to ensure consistent achievement of targets.
- Customer interaction :
- Builds effective relationships with customers and displays a supportive attitude at all times.
- Understands and follows the relevant policies and procedures including Bystronic incident management and communication, safety, warranty guidelines, escalation process, etc., at all times.
- Fosters customer satisfaction through the continual focus on NPS and the achievement of all global leading and lagging indicators.
- Internal Collaboration and learning :
- Is responsible for initial logging and triage of cases and/or supports the Customer Service Representative in performing this task, as required.
- Dispatches and coordinates personnel to support case activities, as required.
- Process Improvement :
- Identifies and implements improvements in processes to enhance efficiency and response times.
- Reporting and Analysis :
- Creates reports on escalations, analysing root causes, and developing preventive measures.
- Manages all activities in CRM system, providing accurate and detailed information to ensure effective case handling.
L'adresse du poste
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Le profil recherché
Your English is proficient
You have minimum >2 years' experience in technical field and service environment and Advanced technical education OR equivalent time served experience in similar role.
Required skills :
Top 4 competences and mindsets in detail :
- Technical Acumen :
- You are solution-focused and strives to resolve issues quickly and effectively.
- Continuously build technical knowledge and skills.
- Customer Focus :
- You are dedicated to meeting the expectations and requirements of internal and external customers.
- Get first-hand customer information and use IT for improvements in products and services.
- Act with customers in mind; establishes and maintains effective relationships with customers and gain their trust and respect.
- Communication Skills :
- You have an ability to communicate complex technical issues, through different channels and different levels of the organization, with simplicity, concisely, patience and active listening.
- Business Acumen :
- You know how businesses work; knowledgeable in current and possible future policies, practices, trends, technology, and information affecting your business and organization
Bienvenue chez Bystronic
We are Bystronic \\_ a global technology company passionate about creating an impact for a sustainable future with sheet metal and beyond. We want to work with people who support us in creating innovative solutions to move our industry forward.
Our focus is on automating the complete material and data flow of the laser cutting and bending process chain.
At Bystronic, we pride ourselves on beeing part of a forward-thinking and innovative organization that values ownership, collaboration, and a culture of respect and diversity.
Join us at Bystronic and BE part of a team that is committed to making a difference and achieving outstanding results.
Infos complémentaires
Fixed Salary based on Profile.
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