Technical Support Representative
Job Description 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 1400 enthusiastic employees.
Summary
Provide technical expertise on all breakdowns/services cases escalated by the countries and the Central Teams along with developing product knowledge and expertise of BIA’s after-market teams.
What will be your responsibilities?
1. General
For respective OEMs:
• 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.
• Comply with the OEM standards, tools and processes.
• 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.
• Prepare and submit required reports and feedback (including statistics and progress reports on Technical issues) to BIA management.
• Perform state of the art claim files towards the OEM and maximize claim recovery.
• Conduct regular meetings and organizes 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..) to support technical investigations.
2. Organization and people management:
• Facilitate and actively promote sharing of best practices across countries through the creation of a community of technical support teams.
• Escalate High urgency/high visibility issues and blocking points to Management when necessary.
3. Other duties:
• Monitor shovel performance and recommend improvements to maximize efficiency.
• Analyse machine data (via KOMTRAX Plus or other telemetry systems) to detect potential issues.
• Provide technical support to the client and maintenance teams for optimal equipment utilization.
• Assist in diagnosing and troubleshooting mechanical, hydraulic, and electrical issues.
• Ensure proper execution of preventive and corrective maintenance plans.
• Recommend component replacements and overhauls based on condition monitoring/ oil sampling.
• Ensure all maintenance and repair activities comply with site safety regulations.
• Identify potential hazards related to shovel operations and recommend safety measures.
• Assist in forecasting and managing spare parts inventory to minimize downtime.
• Provide detailed technical reports and recommendations to both the site and BIA.
Who are we looking for?
- Mechanical or Electro-mechanical Engineer Diploma or equivalent in experience.
- At least 5 years’ experience as a Technical Engineer.
- Proven prior experience dealing with Komatsu PC5500.
- Proven knowledge and experience on Komatsu EQP Care system & SMAP system
- Fluent in English, any other language 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