Genesys Specialist

Objective of the role: To ensure the audits, warranty monitoring, and maintenance operations at customer sites, while maintaining the link between the customer and the local CEVA subsidiary Key activities: Based on their assignment order, and following the priorities and deadlines defined by the customer service manager, the Genesys Specialist technician is responsible for: - Installing, repairing, and maintaining equipment on site. - Preparing for their assignment before departure: analyzing support needs and the tools required. - Train the customer's technical teams, in English or local language. - Report all difficulties and questions from the customer to his/her management, in form of a report. - Provide the necessary technical expertise to clients according to their needs and constraints. - Follow the schedule defined by the intervention manager or customer service manager. Structured diagnostics, analyze malfunctions and alarm, troubleshoot, search for solutions, replace parts if necessary and perform tests. Call on technical experts for assistance. - Ensure spart parts management on site and ensure kit and order replacement - Answer customers' technical questions or direct them to the appropriate contact person. - Report customer’s needs to the intervention manager or project manager. - Prepare an intervention report at each significant stage of the intervention. - Ensure regular reporting of problems encountered to the relevant departments and the technical committee - Suggest improvements and participate in the continuous improvement process. - Provide back office after-sales service interventions if necessary. Responsibilities and Autonomy: Provides technical support and advice to the customer's teams. Alerts their line manager and, where applicable, the site coordinator in the event of delays or quality issues. Escalates problems for continuous improvement. Ensures the company's image is upheld at the customer's site. Works in accordance with procedures, safety instructions (company and customer), and specifications. Keeps their work area clean and tidy. Integrates animal welfare and biosecurity constraints into installations, adjustments, and training.