Are you looking for a challenge? That's what we offer!

Minimun experience of 4-5 years

Skills and competencies:

- Customer oriented, pressure tolerance, organized and team player.

- Excellent attitude and communication skills.

Requirements:

- English level: Intermediate/Advanced

- Place of Residence: Mexico City.

- Professional Degree: Electronic Engineer, Mechatronics Engineer, Electromechanical Engineer or related career.

• Coordinate, supervise and implement the activities of the technical service team, to ensure technical services, according to customer requests.
• Dispatch customer phone calls to provide resources for technical service repair, installation and instruction of machines in time and quality through the assigned technical staff.
• Coordinate and analyze daily technical human resources for proper customer service and attention.
• Attend and solve customer complaints defining their origin, considering all the information, support of the case as service orders, quotations, preparing a report for each case, seeking the reduction of complaints.
• Assist in scheduling the delivery schedule of machines and assignment of technicians, based on the information provided by logistics and sales as well as the availability of technicians.
• Control the timely receipt of service orders from assigned technicians.
• Follow up on open services, maintain communication with customers, technicians, parts analysts and/or positions involved in the customer service process.
• Coordinate the foreign technical services requesting travel expenses according to the policies and / or rules of the company.
• Provide support to the collection area, warehouse or any other area required for clarifications, deliveries or collection of the technical service provided to the customer.
• Maintain the company's ERP systems updated with the total requirements of the data and follow-up of a technical service.
• Attend, support and communicate situations of technical workers in terms of social security or risk situations.
• Coordinate and ensure that the technical staff has safety training.
• Generate reports with different periodicity according to the needs of the area.

Provide data in a timely manner on the technical services assigned for the administrative process of invoices or other that the company requires through its different areas.

Requisitos:

•             Nivel de Inglés: Intermedio/ Avanzado

•             Lugar de Residencia: Ciudad de México.

•             Carrera con Cédula Profesional: Ingeniero Electrónico, Ingeniero Mecatrónico, Ingeniero Electromecánico o con carrera afín.

Habilidades y competencias:

• Orientación al cliente, tolerancia a la presión, organizado y trabajo en equipo.
• Excelente actitud y comunicación.

Descripción

Coordinar, supervisar e implementará las actividades del equipo de servicio técnico, para garantizar los servicios técnicos, acorde a las solicitudes de los clientes.

Despachar las llamadas telefónicas de clientes para proporcionar recursos para el servicio técnico de reparación, instalación e instrucción de máquinas en tiempo y calidad a través del personal técnico asignado.

Coordinar y analizar diariamente los recursos humanos técnicos para el correcto servicio y atención al cliente.

Atender y solucionar quejas de clientes definiendo su procedencia, considerando toda la información, soporte del caso como órdenes de servicio, cotizaciones, elaborando un reporte para cada caso, buscando la reducción de las quejas.

Coadyuvar en programar el calendario de entrega de máquinas y asignación de técnicos, basándose en la información que proporciona logística y ventas así como de la disponibilidad de técnicos.

Control de la recepción puntual de las ordenes de servicio de los técnicos asignados.

Dar seguimiento a servicios abiertos, mantener comunicación con los clientes, técnicos, analistas de refacciones y/o puestos involucrados en el proceso de atención al cliente.

Coordinar los servicios técnicos foráneos solicitando los viáticos de acuerdo a las políticas y/o normas de la empresa.

Proporcionar apoyo al área de cobranza, almacén o cualquier otra que requiera para las aclaraciones, entregas o cobranza del servicio técnico otorgado al cliente.

Mantener actualizado los sistemas ERP de la empresa con los requerimientos totales de los datos y seguimiento de un servicio técnico.

Atender, apoyar y comunicar las situaciones de los trabajadores técnicos en materia de seguridad social o situaciones de riesgo.

Coordinar y asegurar que el personal técnico cuente con las capacitaciones de seguridad.

Generar reportes con diferente periodicidad de acuerdo a las necesidades del área.

Otorgar los datos en tiempo y forma sobre los servicios técnicos asignados para el proceso administrativo de facturas u otro que la empresa requiera a través de sus diferentes áreas.

Why work for HEIDELBERG?
 

HEIDELBERG is a company with a lively history – for over 170 years, we have combined innovation and tradition. We believe that we can shape our future. If we pull together, we will collectively turn our vision of the future into reality.

We are looking for future employees who will actively shape the HEIDELBERG of tomorrow with us as part of the team. We are seeking individuals who can turn ideas into concepts and concepts into reality. If you are someone who doesn't just talk about change but also actively implements initiatives and wants to work as part of a team, then join us in actively creating a sustainably successful future. We value people who take matters into their own hands and accompany others along the journey.

With us, you can leverage your skills and further develop and utilize your potential through personal development programs. Your compensation at HEIDELBERG will be attractive, your working environment modern, and your social benefits excellent.

Good to know

Rarely are there candidates who fulfill all requirements 100%. Even if you don't fulfill all requirements, we look forward to receiving your application in any case.