Hotliner SAV W - M H/F chez Bystronic

The Hotliner provides technical support to resolve routine issues using standard tools and procedures. He/she advises and assists other employees or customers and is acknowledged as a specialist in the field. He/she is responsible for handling cases from reporting to resolution in an efficient manner and maintaining high levels of customer service and satisfaction.

Primary Duties and Responsibilities
– Technical Support :
– Responds to customer inquiries, assess problems and issues with the equipment, software and applications, and help resolve these issues with available tools.
– Provides day to day support and guidance to internal colleagues to resolve both technical and non-technical issues (e.g. parts or organisational queries).
– Supports functions to ensure consistent achievement of targets.
– Customer interaction :
– Builds effective relationships with customers and displays a supportive attitude at all times.
– Understands and follows the relevant policies and procedures including Bystronic incident management and communication, safety, warranty guidelines, escalation process, etc., at all times.
– Fosters customer satisfaction through the continual focus on NPS and the achievement of all global leading and lagging indicators.
– Internal Collaboration and learning :
– Is responsible for initial logging and triage of cases and/or supports the Customer Service Representative in performing this task, as required.
– Dispatches and coordinates personnel to support case activities, as required.
– Process Improvement :
– Identifies and implements improvements in processes to enhance efficiency and response times.
– Reporting and Analysis :
– Creates reports on escalations, analysing root causes, and developing preventive measures.
– Manages all activities in CRM system, providing accurate and detailed information to ensure effective case handling.