Cestas, FR
Lectra SA
Customer Support Engineer Manufacturing Roumain and English M/F
Within our European Expertise Center, the Customer Support Engineer will be in contact with our customers in the EMEA region, in a multicultural and international working environment.
Under the responsibility of the Expertise Center Manager in Cestas, the main mission is to guarantee the availability and best performance of equipment installed at customers. The customer support engineer provides remote support in order to solve efficiently the problems according to the service contracts.
This role has overall responsibility to uphold customer satisfaction on the company’s solution, hence to secure service contract renewal.
- KEY RESPONSIBILITIES:
Expertise Center service:
- Receive requests from customers, analyze root causes, seek solutions remotely including parameters setting, application tips, installation of whole solution, upgrade version, installing debug and so on;
- Understand customer needs, offer expertise to ease application and improve efficiency;
- Escalate to headquarter team any issue that would require more testing or deeper analysis from our R&D teams;
- Follow-up of cases reported by customers until their final resolution through the Sales Force Support tool;
- Systematically and pro-actively carry out upgrade program. Ensure customers understand the value of upgrade service;
- Ensure Expertise Center service commitment, for example response time and resolution rate, is met and exceeded. Ensure customer is satisfied with solution service.
- PROFILE:
- Master’s degree in Engineering, Electronics, Mechanics or Production, etc;
- Ideally an experience with CAM applications and Robotics, software and hardware;
- Focused on service, owning real capabilities to adapt and analyse, solution oriented;
- First class communication and presentation skills;
- Fluent in several languages: Romanian and English, a third language is a plus (if possible French).
- Demonstrated expertise in practices, procedures and organization related to cutting/manufacturing processes in the industry;
- High level of process analysis skills to work with senior level decision makers;
- Fully PC literate (Windows, Microsoft Office);
- Energetic and adaptable; the job is dynamic, autonomous and will allow you to put in practice your know-how, in the same time you will be able to share your knowledge and expertise in terms of manufacturing products and processes