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Job Summary: Provide technical and commercial after-sales support, assisting customers in diagnosing failures, using equipment, and identifying parts, aiming for customer satisfaction and loyalty. Key Highlights: 1. Technical and commercial support to customers in after-sales 2. Assistance in diagnosing failures and equipment usage 3. Identification of required parts and services **Job Mission:** Provide technical and commercial support to customers in after-sales, assisting in failure diagnosis, guidance on proper equipment usage, and identification of required parts and services. Act as a liaison between the customer and the technical team, contributing to customer satisfaction and loyalty. **Main Responsibilities:** * Respond to customers via phone, e-mail, or systems, providing initial technical support regarding products and solutions; * Collect technical information to open service orders, failure reports, or warranty requests; * Prepare quotations for parts, services, and preventive or corrective maintenance contracts; * Identify sales opportunities for technical services (maintenance, upgrades, replacement parts); * Record customer interactions and update customers' technical history in the system; * Support the field team in managing service calls and tracking pending items; * Interface with Engineering, Production, Quality, and Logistics departments to address technical requirements; * Participate in technical training sessions on products and customer service procedures; * Monitor service order progress, ensuring timely and high-quality service delivery. **Requirements:** **Education:** * Technical course in Mechanical, Electrical, Mechatronics, or related fields (completed or in progress); * Bachelor’s degree in Mechanical Engineering, Business Administration, or related fields (in progress) is desirable. **Desired Knowledge:** * Basic to intermediate Microsoft Office suite; * Ability to read and interpret technical drawings and product manuals; * Customer service and technical support techniques; * ERP and CRM systems (desirable). **Experience:** * Prior experience in technical support or customer service within industrial or commercial environments is desirable. **Technical Competencies:** * Ability to interpret technical failures and clearly guide customers; * Basic understanding of equipment sizing and operation; * Organizational skills in managing service requests and deadlines; * Strong technical and commercial communication skills. **Behavioral Competencies:** * Proactivity and sense of responsibility; * Attention to detail and focus on problem-solving; * Interpersonal relationship skills and ability to work in teams; * Clear communication and empathy toward customers.
