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Global Support Specialist
vor 2 Monaten
Job Summary:
We are seeking a highly skilled Technical Support Manager to join our team at WinGD – Winterthur Gas & Diesel. As a Technical Support Manager, you will be responsible for providing technical assistance to our licensees and manufacturers, ensuring that their technical queries are resolved efficiently and effectively.
Key Responsibilities:
- Register and process all incoming error reports (NCR) and non-standard requests (RAE) from licensees and manufacturers.
- Support licensees in technical matters, providing expert guidance and solutions to complex problems.
- Ensure that technical clarifications and responses are completed as per Key Performance Indicators (KPIs).
- Establish and maintain strong relationships with licensees, fostering a collaborative and supportive environment.
- Coordinate with experts and other internal bodies to resolve technical issues and provide timely responses.
- Register incoming and outgoing correspondence, maintaining accurate records and documentation.
- Translate technical answers into English, considering cultural and political aspects, to ensure effective communication.
- Distribute Technical Clarification Letters (TCL) and Service Letters (SL) to licensees and ship owners.
- Manage the WinDB (database) in collaboration with other stakeholders, ensuring data accuracy and integrity.
- Support and maintain the customer portal with colleagues in the TLS group, ensuring seamless customer experience.
- Host licensees when they visit Winterthur, providing a warm welcome and facilitating their needs.
- Report all activities related to technical support requests from licensees, providing regular updates and insights.
Requirements:
- Intercultural understanding and sensitivity.
- Independent, structured, and careful work approach.
- Positive attitude towards new work processes and additional tasks.
- Ability to interact with colleagues and stakeholders across the organization, promoting a positive and collaborative mindset.
- Respectful communication style, even in challenging situations.
- Good technical understanding of 2-stroke engines.
- Proficiency in MS Office, especially Excel and PPT.
- Business-level written English skills.
- Mature mindset, focusing on the best possible outcome/solution for WinGD and partners.
Our Offer:
- Opportunity to shape the sustainability and environmental impact of the shipping industry, working with cutting-edge technology.
- Dynamic working environment, blending history and innovation across a global network.
- Award-winning and extraordinary products.
- Multi-cultural and interdisciplinary teams offering diverse perspectives and collaborative thinking.
- Dynamic and interactive working conditions, with a non-hierarchical and agile structure.
- In-house technology training and professional development opportunities.
