Manager, Service Engineering – Mexico
Knorr-Bremse AG
Mexico City, Mexico
hace 52 días

Essential Functions :

  • Provide and coordinate technical support, primarily over the phone, on Product and System Trouble Shooting / Part Cross / Identification of Similar Parts for Replacement / Product Application.
  • Generate annual and monthly reports of the activities of the area.
  • Handle Teamcenter and SAP system to load, validate and handle part numbers into the system
  • Supporting the sales organization (OE, OES & IAM) with effective technical expertise, and field technical services to clients, including customer interface, technical troubleshooting, technical adjustment or repair (both remote and on-site field service).
  • Supporting the sales organization (OE, OES & IAM) with effective technical expertise, and field technical services to clients, including customer interface, technical troubleshooting, technical adjustment or repair (both remote and on-site field service).
  • Plans, coordinates and ensures completion of field work. May manage or supervise technical and service people located in Bendix KB Mex.
  • Tracks project, and coordinates any special activities required to complete field work, identifying a training need for field technician and particular products and ensuring that the adequate training programs.
  • Manage customer support in a customer oriented and professional manner
  • Provide product information systems while answering customer technical support questions; using Teamcenter, Bendix.com, technical product literature
  • Communicate technical product issues and enhancement requests to engineering product teams
  • Provide input and feedback on improvements to technical literature and product serviceability to customer communication and engineering organizations
  • Support customer product campaigns and special aftermarket initiatives
  • Support customer field visits as required
  • Responds to complex, operations related enquiries, or troubleshoots technical customer complaints, as an escalation point of contact.
  • Leads team functionally or and disciplinary. The activities of the dedicated team of technicians (and engineers).
  • Meet with Customers to discuss issues, problems, and progress.
  • Create and issue reports, manage Field Problem Resolutions etc. to the appropriate departments.
  • Determine warranty claims (in or out of warranty).
  • Ensuring that the Field Service Technicians receive the correct or necessary training.
  • Assist Engineering in special projects, as required. i.e. special tools and equipment, commissioning new vehicles, special field testing and assist with hand-on training classes.
  • Travel capability at least 50% of the month.
  • Capacity to handle and organize people.
  • Generate monthly and annual reports and also specifics reports about diagnostics or special activities with customers
  • Skills :

  • Strong customer service orientation.
  • Ability to assimilate data quickly
  • Analytic in nature and enjoys problem solving
  • Product safety oriented with strong eye in identifying product improvement and safety opportunities
  • Demonstrated diagnostic skills via ACOM a plus
  • Capable of training individuals or groups
  • Strong interpersonal, oral, and written communication skills and a positive / proactive work ethic
  • Team oriented - able to collaborate, motivate others and remove barriers
  • Demonstrated PC skills with Word, Excel, Power Point.
  • Create and / or adapt presentation for Mexico
  • English knowledge at least 75% oral and write.
  • Capacity to handle mechanical too and electronic diagnostic tools
  • Handle and prepare budget.
  • Experience :

  • Specialist with experience of at least 5 years in similar position.
  • Proven customer service experience
  • Experience in the heavy-duty truck, bus and / or automotive market is a plus.
  • Experience in using product knowledge database systems; such as Teamcenter
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