Company Overview
We are one of the world’s leading suppliers of substrate processing, printing and converting equipment and services for the label, flexible packaging, folding carton and corrugated board industries. Founded in 1890 by Joseph Bobst in Lausanne, Switzerland, BOBST has a presence in more than 50 countries, runs 19 production facilities in 11 countries and employs more than 5 800 people around the world. The firm recorded a consolidated turnover of CHF 1.563 billion for the year ended December 31, 2021.
About the job
The role of Technical Service Specialist is to be the expert in fault diagnosis and critical engineering advice and or solutions. The emphasis on the customers equipment must be at the forefront of the specialists’ tasks, and ensuring our customer base machinery is running as quickly and efficiently as possible when they encounter a machine down situation. Communication and coaching of our existing Field service team is key to ensuring customer satisfaction is met, and internal collaboration with business departments is important to maintain our goal as being the front runner in our industry.
Main Responsibilities
- Support Field Service Scheduler when required. Advising correct Technicians and covering the planning board in absence of Scheduler.
- Utilize the Salesforce process and follow through with correct technical procedures.
- Support Technical Service Manager on Projects internally and externally.
- Coaching and Mentoring of Apprentices and Field Service Technicians.
- Manage Technical Reports for Service Factories.
- Support project team with major projects, Upgrades, and Installations.
- Maintain profitability of the Service Department
- Support BU Service, Customer Care Specialists and other Departments with technical analysis and parts identification as and when required.
- Attend Customer sites when requested and issues escalated and beyond Field Service Technician Capabilities.
- Analyze machine data and reports and collaborate with technical sales team on recommendations.
- Support IPL (Installation project Leader) with technical information relating to new installation and assist with the coordination and completion of snag lists.
- Attend customer sites to support from a technical perspective in cases of dispute.
Communication
- Liaise effectively and professionally with customers both internal and external regarding quotations, orders, technical and general Enquiries.
- Liaise effectively with other members of service team to share technical knowledge.
- Liaises effectively with sales team members regarding opportunities and business intelligence.
- Liaise effectively with other members of the business regarding all information matters.
- Develops and maintains close professional partnership with customers and third-party suppliers.
- Identify what information customers and colleagues require, recording factual information accurately via the CRM system Salesforce.
- Expresses clearly and effectively orally and in writing
- Contributes towards maintaining departmental moral.
Customer Service
- Support the organisation in its commitment toward a culture of world class customer service.
- Play an active and positive part in Customer Service training and events as initiated through the Institute of Customer Service and other parties as requested.
- Positively promote our membership to internal and external customers
- Actively seek out ways to increase your levels of customer service through self-development and knowledge sharing.
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