Back Office Technician

Based on customer and technician requests, the Back Office After-Sales Technician is responsible for: - Prioritizing requests based on urgency. - Troubleshooting customers via remote machine connection, by phone, or through on-site visits. - Providing the necessary technical expertise based on needs and constraints to on-site technicians and customers. - Assisting customers in identifying the source of malfunctions and determining the best solution with support from technical experts, then helping them resolve the issue. - Following interventions from opening to closure and entering all data into the CRM. - Informing customers of intervention steps, technical choices, and timelines. - Identifying potential spare parts needs. - Ensuring proper issue resolution, customer satisfaction, and closing the intervention. - Writing and updating documentation for technicians and customers; training teams when required. - Reporting recurring issues to relevant departments and the technical committee. - Proposing improvements and contributing to continuous improvement initiatives. - Supporting remote installations. - Participating in preparing quotations for spare parts when necessary. - Participating in machine validation processes at the workshop. - Providing technical expertise during launch meetings and offer reviews. - Searching for parts for Sales Administration (using the Campus database or suppliers). - Performing on-call duties on a voluntary basis.