| International company. The company provides innovative solutions for the testing, monitoring and analysis of enterprise and telecommunications networks and the installation and certification of the fiber and copper foundation of those networks. The products are robust, reliably, closely and safely in the use. the company is located in the area of Eindhoven. |
|
The culture is influenced by our associates, our commitment to quality and continuous improvement and our passion to win. We offer a variety of benefits for our associates that are worth checking out.
|
|
GENERAL SUMMARY
Provide 2nd level technical after sales support to distributors, end-users and 1st level CS team. Develop and deliver training to Customer Support team and other parties.
MAJOR RESPONSIBILITIES
- Provide special 2nd level technical assistance and support to and on request from the CS team, distributors and end-users
- Last point of contact for after-sales technical questions
- Interconnect with Engineering, BU and pre-sales technical support team in order to solve common technical queries
- Create and maintain FAQs for CS organization and distributors
- Analyze DOA’s and identify possible manufacturing issues / quality defects.
- Develop and maintain technical support intranet site
- Develop processes and procedures to resolve QFBs and thus reduce number of returns/replacements
- Develop processes and procedures on technical issue-handling
- Develop, organize and deliver training to CS organization and other parties
- Introduce new products (and product changes) in the CS organization
- Hand over pre-sales support requests to the NSO´s
- Back-Up after sales support for other regions
- Act as a liaison between Customer Service, Sales & Marketing
- Has frequent contact with distributors, end customers, sales channels and marketing and business unit on product lines.
- Does testing on new products as assigned.
|
|
EDUCATION AND/OR EXPERIENCE REQUIRED
- HBO level in electrical engineering by education or experience.
- Minimal 2 years previous experience in a customer service environment.
- High level of accuracy, pro-activeness and proper analytical skills
- (Near) native speaker in English and at least one other European language
- Excellent knowledge of Microsoft applications and preferably Oracle
- High knowledge of pc hardware and software
|
|
|
|
|
