Job Description

Position Overview

This position is responsible to ensure the delivery of professional Field Service to Lectra and Gerber customers in Central & Eastern Europe (Mainly Poland and DACH region). It includes the daily management of customer accounts, field service dispatching, customer training, contracts, escalation and complaints. The position is a key role within the organisation to satisfy customer needs and motivate the field service team in regards to engagement and customer relation management.

Main Activities

• Planning & dispatching of Field Service Engineers
• Planning & management of preventive maintenance activities, audits, corrective maintenance visits
• Maintaining & managing the Field Service Engineers schedules
• Motivation and engagement of Team
• Ensuring Customer Care SLA’s are achieved & Customer satisfaction is prioritised at all times
• Handling of Customer requests, queries and complaints
• Planning and organisation of installations & upgrades with members of the Customer Care Team
• Creation of work orders & quotations for Customers
• Collaborate across boundaries in regards to internal and external departments
• Management of Customer data using Lectra ERP tools
• Warranty management of parts (warranty claims)
• Support and close cooperation with Service Supervisor, Customer Care Manager and other Service Coordinators in EMEA North
• Support of Service Contract Managers with service contract offerings and follow-up
  
  

Requirements

Profile description:

• Excellent organisational and planning skills
• Good knowledge of MS Office tools
• Knowledge of ERP Systems (Oracle, SAP, Salesforce = training on systems will be provided)
• Proven ability to communicate effectively and customer orientated
• Self-dependent working behaviour and ability to assert oneself
• Open minded for further developments and good adaptability skills
• Capacity of teamwork and conflict management
• Proven ability to communicate effectively, verbally and in written form
• Customer orientation
• Language: Polish (native level), English (fluent in written and spoken), German (good basic in written and spoken), others welcome