Support produit international

Permanent contract  - Cestas

We invite you to embark on a journey. A technological journey towards the evolution of our society and our industries, powered by Industry 4.0 and supported by Lectra. Software, equipment, data and services… At Lectra, as a major player in the fashion, automotive and furniture markets, we contribute to the Industry 4.0 revolution with boldness and passion by providing best-in-class technologies. But it doesn’t stop there. By enabling industrial intelligence solutions, we facilitate the digital transformation of our customers. And we’re always on the lookout for new tech-enthusiasts to join the team! With more than 50 years of experience and a presence in over 100 countries around the world, we are 3000 employees united by passion and driven by innovation. A unique journey awaits you at Lectra, are you ready to craft the future of technology together?

International Product Support (M/F)

MISSION

Within our Expertise Center based in Bordeaux and under the responsibility of International Product support Manager, you will participate in providing assistance to our customers for Lectra Products (cutting machines, plotters, spreaders, software, industry solutions 4.0). Your main mission will be to assist our subsidiaries and level 1 customer support experts, located on 12 worldwide expertise centers, in the business and functional aspects of Lectra solutions, to guarantee the availability of Lectra machines installed at customers.

In order to ensure the best performance of Lectra equipment, the International Product Support will provide a 2nd level of technical expertise and escalate to engineering teams when necessary, in order to solve the most complex customers’ problems. He will consequently report the main topics to the R&D and marketing department in Lectra HQ, to participate to the continuous improvement and ensure the best level of quality of Lectra’s products.

All these actions are undertaken in order to ensure a premium level of satisfaction of our customers, providing quality services and maintaining the optimal performances of our machines.

KEY RESPONSIBILITIES

Level 2 international support for Lectra Subsidiaries

• Dealing with customer incidents via the subsidiary and responding to requests in the context of using the solutions until they are finally resolved.
• Escalate requests and incidents to the relevant departments and ensure follow-up (arbitration, development, validation, deployment, etc.).
• Diagnose critical incidents in order to manage them as escalations. Understand customer needs, offer expertise to ease application and improve efficiency;
• Keeping the subsidiary informed

Training for internal teams

• Train Customer success teams and maintain expertise skills at the right level: field forces as Field service engineers and Delivery services, level 1 expertise center engineers
• Design and run technical training courses
• Ensure and develop the skills of local Expertise centers teams

Lectra’s equipment validation

• Validate products in collaboration with the R&D and Marketing teams
• Check product functionality and detect bugs. Ensuring that customer use cases are addressed or resolved through the delivery of new products

PROFILE:

• Master’s degree in Engineering, Electronics, Mechanics or Production
• Ideally an experience with CAM applications and Robotics, software and hardware;
• Focused on service, owning real capabilities to adapt and analyse, solution oriented;
• Fluent in 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
• Good skills in communication and capable of teaching technical skills in a multicultural group

TRAVEL:

The position is based in Cestas, France. One-off mission abroad on customers sites.