Repair Engineering Support Mea
il y a 3 semaines
Date: Mar 8, 2023- Company:
- Location: Suresnes, FR, 92150**Context**
Ingenico is the global leader in payments acceptance solutions. Our world-class terminals, solutions and services enable the global ecosystem in the new world of payments acceptance. We are the trusted technology partner to 1,000+ banks, acquirers, ISVs, payment aggregators and fintech customers and we deploy 40 million POS terminals around the world for retailers ranging from small merchants to some of the best-known global brands.
As the world’s largest payment acceptance network, powered by 4,000 employees in more than 50 countries, we provide smart, trusted, and secure solutions with a local and international reach. Our solutions enable merchants to simplify payments, delivering speed, security, and flexibility to enhance greater customer engagement.
With 45 years of experience, innovation is integral to Ingenico’s approach and culture, inspiring our large and diverse community of experts who anticipate and help shape the evolution of commerce worldwide. Our strengths in innovation are matched by the power and robustness of our platforms, the security of our solutions and the quality of our services.
At Ingenico, trust and sustainability are at the heart of everything we do.
**Scope**
As a Hardware Support Specialist, you will lead the maintenance support activities for Ingenico repair partners in MEA/SEE
**Responsibilities**
- Provide timely, quality, front-line support and act as primary contact for INGENICO repair Partners
- Perform Level 1 & Level 2 troubleshooting and problem solving
- Manage Ingencio’s Repair partners incoming support requests, to accurately diagnose issues and determine necessary path for resolution.
- Assess and address difficult customer situations without missing any required troubleshooting steps, and maintaining professionalism at all times
- Must multi-task and work in fast-paced environment, quickly adapting to process changes
- Create, validate, and provide appropriate documentation and instructions for Repair Services partners
- Review open ticket queues and close tickets upon resolution on a daily basis.
- Implement new, update existing & control Repair Processes.
- Organize & Execute repair training plan to partners
- Manage repair introduction of new technologies from end-to-end
- Create and monitor adapted KPIs and activity dashboard
- Work closely with Quality, Product Engineering, Supplier Management, Customer care, corporate teams, and Repair Services Suppliers to plan and coordinate necessary action plan.
Other Responsibilities:
- Specific functional activities as agreed in appraisal objectives.
**Skills and Experience**:
- Strong customer service mind set, able to accurately interpret issues through good communication and listening skills.
- Ability to work independently and as part of the team.
- Rigorous and capable of using adapted controlling methods (Gap analysis/action plan follow-up/etc.)
- Factual and data analysis decision-supported
- Flexibility to quickly adjust process to the evolving situation
- Repair Process knowledge and mindset
- Strong ability with data analysis tools (Excel) and presentations (Powerpoint)
- Competent in other Microsoft Office (Outlook, Word)
- Process chart tools (e.g.Visio) can be a plus
- English (fluent spoken and written)
- Hardware Repair Specialist with at least 5 to 8 experience with Process Design, Repair Operations and/or Electronics
- Bachelor degree in electronics is an advantage
- Experience on a constant changing environment/domain
- Knowledge of Payment Terminals Industry can be a plus
**Computer/IT Skills**:
- Strong ability with data analysis tools (Excel) and presentations (Powerpoint)
- Competent in other Microsoft Office (Outlook, Word)
- Process chart tools (e.g.Visio) can be a plus
**Behaviour skills**:
- Perform in a constant moving environment
- Self-motivated with a high degree of initiative requiring mínimal management direction
- High levels of professionalism & business ethics
- Communication, Teamwork, Presentation and meeting skills
**REASONS TO JOIN US**
You will work for a company that does everything possible to help you develop your potential and grow professionally (through personal development programs and training).
You will have access to a wide range of benefits including profit sharing, vacation bonuses and other interesting benefits offered by the Works council.
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