Technical Support Specialist HRC (m/f/d). Luxemburgo

Job Description

As a member of the Customer Success Management (CSM) Europe team, you will be responsible for managing Advantage + Elite Contracts from order intake to delivery as well as to achieve the key performance indicators of the product. In this role, you will be a key contact for customers to ensure customer satisfaction and contract renewal.

You will report to the Director Customer Success located in Luxembourg.

Responsibilities:

    Implements and leads the Contract planning process, its implementation and sustainment, responsible to achieve the stated KPI (availability, cycle time, energy consumption, quality, resin usage)

    Work with key cross-functional teams throughout the Organization with the goal of maintaining the Contract commitments on a continuous basis

    Project Manages all activities and services provided within the Contract, ensuring they are done on time, based on a predefined timetable, in an efficient way

    Ensures all services included in the Contract are well defined, properly documented (in the proper Husky systems), and properly scheduled

    Manages customer expectations to ensure complete alignment with the Contract objectives and goals Plan and schedule Contract timelines and milestones using the appropriate tools. Responsible for the milestones and deliverables.

    Develop and deliver progress reports, presentations, and other Contract documentation, internally and to the customer.

    Coordinate all activities related to the Contract implementation and ongoing activities.

    Focus should be in the involvement and awareness of the daily activities and issues related to the Contract. Key contact, both internally and customer.

    Ensure customer is satisfied with contract Manage and lead weekly call with customer Escalate issues when required Builds relationship with customers Schedule upcoming work with Field Service teams

Qualifications:

    Mechanical or electrical engineering or equivalent experience

    Knowledge of injection molding machinery and related mechanical, hydraulic, and electronic technologies considered an asset

    Customer-focused attitude

    Excellent communication and coordination skills

    Strong organizational and project management skills

    Strong negotiation, facilitation, conflict management skills and the ability to professionally interact with team members

    Good knowledge of all MS Office applications

    Logical thinking capabilities and continuous improvement attitude

    Fluent in English; French and/or Arabic considered an asset