INGROUP, is currently seeking on behalf of its client, a multinational company in the field of industry, a,

Technical Support & Customer Service Manager

The role:  As a Technical Support & Customer Service Manager you will be responsible for implementation of rules, procedures, policies and standards for support and service, satisfying customer needs & ensuring quality excellence, service experience and creating loyal customers.

What you will do:

• Ensures prompt customer service and provides adequate technical support to resolve any issues. Actively listen to customers to understand their issues or concerns. Gathers information useful in providing recommendations and solutions to a technical problem. Provides daily technical support services for OOD and SSD establishments.
• Sufficiently documents all corrective actions and customer service discussions undertaken.
• Implements Parts Sales budget, analyzes statistics and prepares progress reports.
• Maintains excellent cooperative relations with all associates/partners/clients whom he visits on a scheduled basis. Receive customer calls to provide step-by-step guidelines for the resolution of a technical issue
• Participates in company conferences, seminars, and company meetings.
• Distinguishes and recognizes opportunities in the market and edits business plans which he recommends for their most effective utilization.
• Investigates emerging trends affecting the growth potential of the department.
• Ensure compliance with service agreements to evade legal issues
• Guide and direct the activities of less experienced tech support personnel
• Maintain an up-to-date knowledge of company products and services
• Stay abreast with technological developments and trends
• Educate customers on the features of company products/services to minimize technical challenges
• Follow-up on customers to ensure their issues are completely resolved
• Produce periodic reports of technical support operations to company management.

Required Qualifications:

• Bachelor degree in the field of Technical University /Master of Science Electrical / Electronic / Mechanical Engineering
• At least 5-8 years’ experience in technical support of complex equipment
• Excellent command of the English Language - Italian language will be an asset
• MS Office, Power BI, CRM (Salesforce preferred), AutoCAD

Required competences:

• Communication skills
• Problem Solving
• Management skills
• Goal oriented
• Strong interpersonal skills

What we offer:

• Competitive salary package
• Βonus
• Laptop
• Mobile
• Car
• Private Insurance