Technical Support Engineer / Service Coordinator

Job Description: Technical Support Engineer / Service Coordinator

We are looking for a dedicated and passionate Technical Support Engineer / Service Coordinator to join our technical team. This role involves efficiently managing technical assistance requests and coordinating service activities to ensure customer satisfaction.

Job Description:

The job holder's mission is to provide technical support to the technical intervention team, maintaining communication between internal and external producer departments and company technicians performing service work at client locations.

Additionally, they ensure resources are available for mobile workshops and spare parts / consumable inventory, ensuring successful completion of service operations and customer satisfaction.

Education:Superior (Technical Profile – Mechanical, Electromechanical, Mechatronics or similar)

Main Responsibilities and Tasks

A. Technical Support

- Scheduling and coordinating repair activities for equipment / machinery, ensuring timely execution.

- Providing remote or direct technical assistance to technicians for diagnosing complex defects.

- Analyzing hydraulic, electrical, and mechanical schemes to identify optimal solutions for rectification.

- Monitoring compliance with contractual terms for service provision.

B. Relations with Producers and Suppliers

- Maintaining direct contact with producer departments / suppliers' technical departments.

- Placing orders for spare parts and materials to suppliers, negotiating prices and delivery conditions for competitive offers.

- Taking necessary steps for returning non-conforming parts and managing warranty cases.

C. Management, Inventory, and Logistics

- Managing the entire spare parts inventory: from correct identification in catalogs to physical receipt and operation in stock.

- Operating stock movements (entries, exits) and completing justifying documents related to inventory.

- Conducting periodic inventories of products under management.

- Correctly identifying part codes according to producer catalogs and information received from the technical team.

- Coordinating the return process for non-conforming parts and tracking credits.

D. Relations with Clients and Reporting

- Estimating and offering prices.

- Managing client relationships, resolving complaints, and ensuring a high level of customer satisfaction.

- Orienting towards clients and permanently concerned about meeting contractual obligations.

- Keeping rigorous records of all interventions and preparing technical reports.

Job Requirements (Studies and Technical Competences)

- Studies: Superior degree completed.

- Foreign languages: Advanced level English.

- PC skills: Advanced knowledge of computer use, Microsoft Office package (Word, Excel, PowerPoint).

Abilities and Qualities

- Communication, negotiation, and problem-solving abilities.

- Capacity to work under pressure and respect deadlines.

- Efficient organization and planning of daily activities (time management and prioritizing tasks).

- Analytical thinking and ability to identify problems and propose constructive solutions.

- Ability to manage conflicts and work efficiently in a team.

- Integrity, professional ethics, and ability to listen to different perspectives.

- Attention to detail.

KPIs

- Compliance with execution deadlines for orders / contracts.

- Efficiency of activities with suppliers (ensuring spare parts / consumables availability on time and using correct part codes).

- Customer satisfaction level.

- Inventory accuracy.