Technical Support Engineer - Foton & MAN

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 1300 enthusiastic employees.
 

Summary

For assigned/respective/specific brand(s)/product(s), under the supervision of the Technical Support Manager, the aim of this position is to 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 Aftermarket teams.

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 OEM’s 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 on-time High urgency/high visibility issues and blocking points to Management when necessary.

3. Others:

• Develop product 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 claim recovery.
• Comply with the OEM standards, tools and processes.
• Challenge countries on OEM obligations to reach OEM standards.

Who are we looking for?

• Mechanical or Electro-mechanical Engineer Diploma or equivalent in experience.
• Minimum 3 years’ experience as Technical Engineer.
• Knowledge of OEM applications is a plus.
• Prior experience on Foton, MAN or on trucks would be an advantage.
• High level of MS Office suite (Outlook, Word, Excel, Power point) or equivalent is required.
• Fluent in English and French, all other languages 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