Based on customer and technician requests, the Back Office After-Sales Technician is responsible for:
- Prioritizing requests based on urgency.
- Troubleshooting customers via remote machine connection, by phone, or through on-site visits.
- Providing the necessary technical expertise based on needs and constraints to on-site technicians and customers.
- Assisting customers in identifying the source of malfunctions and determining the best solution with support from technical experts, then helping them resolve the issue.
- Following interventions from opening to closure and entering all data into the CRM.
- Informing customers of intervention steps, technical choices, and timelines.
- Identifying potential spare parts needs.
- Ensuring proper issue resolution, customer satisfaction, and closing the intervention.
- Writing and updating documentation for technicians and customers; training teams when required.
- Reporting recurring issues to relevant departments and the technical committee.
- Proposing improvements and contributing to continuous improvement initiatives.
- Supporting remote installations.
- Participating in preparing quotations for spare parts when necessary.
- Participating in machine validation processes at the workshop.
- Providing technical expertise during launch meetings and offer reviews.
- Searching for parts for Sales Administration (using the Campus database or suppliers).
- Performing on-call duties on a voluntary basis.
