Technical Support Manager

Job Description only available in English

About BIA

BIA Group is active in the sales, rentals and after-sales services of equipment intended for public works, mines, quarries and transport. The Group operates in Europe, Africa and Asia and has more than 1200 enthusiastic employees.
 

Summary

For assigned/respective/specific brand(s), the aim of this position is to:

• Provide advanced technical expertise on all breakdowns/ Services cases escalated by the countries and the Central Teams.
• Develop product support knowledge and expertise of BIA after market teams.
• Monitors and follows-up all technical support issues between OEM’s and BIA organization, acting as a single point of contact between OEM’s and BIA organization.
• Maximize BIA claim recovery (all aspects, quantity, quality, lead-time)
• Comply with the OEM standards, tools, and processes.

What will be your responsibilities?

1. General

For respective OEMs: 

• Provide best in quality and in time technical support to After market internal customers.
• Ensure that the after-market community complies strictly with all OEM's claims and technical obligations.
• Develop and maintains effective quality feedback processes to support the OEM’s.
• Ensure that the management and distribution of all technical information received from the OEMs to the BIA Organization are in place and monitored.
• Monitor and supervise the full claim value chain: From claim submission to claim reimbursement to customers. 
• Organize monthly reporting on Technical Support topics (Technical issues, FC’s, TSI’s, etc) with OEM’s and with BIA aftermarket community.
• Perform remote or on-site technical investigations on major technical issues respecting communication paths between BIA local team, OEM, and customers.
• Perform analysis and support deployment of digital solutions (SmartFleet, OEM programs.).
• Develop new projects/services for customers in line with organization.

2. Organization and people management

• Ensure full organizational alignment and related communication.
• Facilitate and actively promote sharing of best practices across countries through the creation of a community of technical support teams.
• Manage one or several Technical Support Engineers &/or Rovings ensuring day-to-day management (recruitment, leave, training, competences development, objective setting...) with effective back-up of competencies in place.
• Escalate High urgency/high visibility issues and blocking points to Management when necessary.
• Provide on a regular basis status of team workload, performance on defined KPIs, progress on projects to raise attention on current performance, workload, risks for the organization...

3.Projects

• Develop projects on technical scope based on organization needs.

Who are we looking for?

• Mechanical or Electro-mechanical Engineer diploma or equivalent in experience.
• Min 5-10 years’ experience as Technical Engineer on heavy machinery business or similar environment.
• Proven experience in People Management.
• Experience in Heavy Equipment, Ancillary and Komatsu machines or equivalent OEM.
• Experience in SAP is a plus.
• Fluent in English, French & Dutch is a plus.

What's in it for you?

• A permanent contract
• A competitive salary and an interesting package of extra-legal benefits
• A human sized company with international dimension, encouraging autonomy and team spirit
• Cooperate in a team with experienced and passionate colleagues within a successfully growing family-owned company
• Benefit from a challenging career opportunity with an extensive training program
• In this challenging job you get the possibility to take initiative and further develop the function