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The H24 Front Office Coordinator is inserted in the Technical Customer Service department which in E80 is responsible for ensuring the operating efficiency of plants installed. The resource will be responsible for managing the Remote Support Front Office team with the following objectives: • Ensure an adequate level of assistance on all E80 Group systems installed at customers' sites • Support on-site staff in troubleshooting during the machine downtime to reduce intervention times through accurate remote diagnostics.
Job Responsibility:
Manage the resources that guarantee first level support in the event of a downtime and guide the customer in the problem solving and troubleshooting process, until the problem is resolved
Monitor the ticketing process, evaluating its performances of the Front Office team
Ensure proper prioritization of active support requests
Inform the structure of any recurring non-conformities and promote any improvement activities
Evaluate the performance and skills of the Front Office team members, as well as participate in the training phases of new technicians
Ensure proper communication with the customer
Support the customer during the troubleshooting phase
Plan and manage team rotation and shifts scheduling
Manage the Front Office representative assignments
Requirements:
Bachelor’s degree
Work experience of at least 5 years in the field of automation