Customer Service Global Support Engineer

Within the Customer Service (CS) structure, the main mission will be to provide support to all Syntegon Telstar Customer Service Sites in the consolidation of Customer Services activities, driving operational excellence in their development and execution.

Main functions and responsibilities

• Coordinate communication and collaboration among different Customer Service sites with Quality, Engineering, Supply Chain, and Project Management departments.

• Promote and participate in projects for improvement and Operational Excellence in Customer Services.

• Manage and coordinate the Telstar Academy, including theoretical and practical training. This includes planning, supporting trainers, content, exams, and databases.

• Prepare and manage induction plans for engineers and customer service managers at different Sites.

• Provide support to CS Site management: visits, follow-up meetings, satisfaction surveys, and KPIs and dashboard creation.

• Manage the documentation of Customer Services Global SharePoint and ensure its correct updating.

• Support the digitalization of the area, acting as a Key User in SAP Hana and SAP FSM, and collaborating on their implementation and updating at different sites.

• Review calculation templates for offers, as well as create and update template and document formats, and distribute them to CS Sites.

• Update spare parts lists for preventive maintenance.