What are the responsibilities and job description for the Customer Technical Support position at Gilson Inc?
TASKS AND RESPONSABILITIES
Missions:
- Ensure technical support to the distribution network (Support customers with sales organization)
- Record the problems encountered and manage the replacement of products
- Train the network on products
- Be the internal link on the use of products by our clients
- Be able to interpret customer issues and optimize information management and internal problem history
Principal activities:
In customer support:
- Ensuring technical support to customers
- Record and manage customer claims
- Analyze the causes of "product" discrepancies related to customer complaints and escalate the issues to the correct level of action
- Pilot meetings through the problem resolution methods (Corrective action form to be used)
- Be the person responsible for the achievement and the updating of the manuals for the use of the products and the maintenance
- Define the spare part lists for the different products
- Inform distributors about the actions taken
- Inform the network when needed
- Set up and ensure the updating of technical problem-solving documentation
- Perform and update the reporting on customer support activity
As part of the training in 1st level product use and maintenance:
- Propose an annual training plan by product range and region, then design the training materials
- Animate and evaluate training for the network
As part of the product expertise:
- Participate in product projects
- Contribute to product management, R&D and quality questions asked in the field
- Provide support to the Technical (Design, Sustaining), Production, and Innovation services in connection with all the technical services related to products and the service teams of all entities
EDUCATION
- Associate or Bachelor Degree in a technical field (electrical, mechanical, pneumatic, hydraulic automation)
PROFESSIONNAL EXPERIENCE
- Similar experience of 5 years minimum
- Experience from a production site or an industrial environment
COMPETENCES AND KNOWLEDGES REQUIRED
- Technical knowledge of the products
- Knowledge of the standard ISO 9001
- Experience in problem-solving methods and associated tools (Lean management)
- Ability to lead meetings and presentation
- Knowledge of customer relationships
- Knowledge of industrial fields (Good Manufacturing Practice)
- Autonomous, rigorous and responsive
- Sense of listening and pedagogy
- Spirit of analysis, synthesis and organized