GSA Technical Support Manager
Videojet
Villebon Sur Yvette, France
il y a 4j

This role is to lead the GSA Technical relationship, coordinating international service department and Customer Service for Global Videojet projects within our Strategic Accounts.

Central to the role is the ability to engage teams and people at all levels and deliver excellence to our customers.

Key Responsibilities

  • Helping Global Strategic Accounts to solve technical issues, including mainly for our machine presales application solutions, and our software products and connectivity.
  • Answering questions from customers and prospective customers about the features and capabilities of our software and hardware.
  • Interface between R&D and our customers
  • Communicating customer needs and wishes to our development and engineering Team
  • Creation and handling of CAD drawing and documentation
  • Support installations and our field tech support if needed
  • Positively seek for potential opportunities in the market, working closely with sales team
  • Organize meetings with VJ subsidiaries and distributors to support further business.
  • Provide technical training to VJ subsidiaries, distributors and customers
  • Join customer sales and technical meetings
  • Create training, instructional materials, one-point lessons (SOPs) and presentations
  • Can learn new technologies and able to support others with those (like cameras, reject station)
  • Is willing to travel 50%+ of the working time, National and International
  • Requirements

  • Excellent understanding of the technical fundamentals of various interfaces (Ethernet, RS-232 etc.). You should have a solid knowledge of protocols such as binary text, XML, OPC etc.
  • Good knowledge of coding machines or electronic equipment engineer background is preferred
  • The ability to be a good listener, and to really understand a customer problem or question and help them solve it
  • Excellent English writing and verbal communication skills; team player; self-motivated; adapts easily to dynamic, complex environments;
  • can work with minimal guidance and supervision

  • Excellent telephone mannerisms. Some support will be provided over the phone.
  • Familiar with CAD systems
  • Minimum of 5 years’ experience in document writing, creation of CAD drawings and technical support
  • Has a good technical understanding of CIJ, Laser, TIJ TTO (All technologies in the VJ portfolio) and can transfer this.
  • Can breakdown complex issues to the root cause and support local teams with escalations
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