Hotline Manager H/F chez Bystronic

In a nutshellAs a Hotline Manager, you will take on the exciting challenge of leading the team that delivers exceptional and top-notch technical support to our customers based in France.What drives this departmentThe Service Department is a trusted partner to our clients worldwide. We put our customers first, aspire to truly understand their priorities, and then apply cutting-edge solutions to meet these needs. Our Service team of dedicated and passionate professionals wants to create an outstanding customer experience.What you will BE doing- Lead and foster the Bystronic culture and values. Create a positive and inclusive working environment for all team members.- Lead a team of experienced Hotliners locally.- Help to grow hotline team and onboard new hotliners with good planning.- Skill up hotline team with new technologies- High Collaboration within team to ensure all customers are correctly prioritized, planned and served.- Maintain effective handling of customer litigation cases and service recovery.- Assign and monitor daily tasks, ensuring the team handles calls efficiently and within performance standards.- Handle escalated calls and resolve complex customer issues.- Prepare and review performance reports and provide feedback to Hotliners on areas of improvement.- Ensure all team members follow company guidelines and policies while dealing with customers.- Act as the point of contact for escalated customer inquiries or complaints.- Collaborate with other departments such as field, sales, or product teams to resolve complex customer issues.- Ensure seamless communication between team members and other departments.service