Technical Support Engineer
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 1500 enthusiastic employees.
Summary
Within the Africa scope and across the Trucks & Buses and Engines & Power Generators product lines, the role is responsible for deploying and executing the BIA Technical Support strategy, under the supervision of the Technical Support Manager.
The position ensures high-level technical expertise, strengthens after-sales capabilities, and acts as a key interface between OEMs (riginal Equipment Manufacturer) and BIA to drive operational excellence and maximize performance.
What will be your responsibilities?
1.General
- Provide best in quality and in time technical support on all breakdowns/services cases 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. Monitor and supervise the full claim value chain : From claim submission to claim reimbursement to customers
- Conduct regular meetings and organizes monthly reporting on Technical Support topics (Technical issues, Factory Campaigns, OEM obligations, 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 to support technical investigations
- Develop new projects/services to provide advanced support to customers (internal or end-customers)
2. Organization
- 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.
- Escalate High urgency/high visibility issues and blocking points to Management when necessary
Who are we looking for?
- Mechanical or Electro-mechanical Engineer Diploma or equivalent in experience.
- Minimum 5 years’ experience as Technical Engineer (Mechanical, Mechatronic, Electrical) in the area of heavy equipment’s or automotive industry
- Exposure to heavy equipment’s industry and/or automotive industry is an asset.
- Prior experience on Foton, MAN trucks & buses and Cummins enginesor any Power Generators would be an advantage.
- MS Office suite is required.
- AI and automation skills & SAP environment is a plus.
- Fluent in English and French, all other languages is a plus.
- Willing to travel on a regular basis (estimated 1-2/per year) in Africa and Europe mainly
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