Customer Support Technician
Il y a 6 mois
Chez Alcon, nous sommes motivés par le travail significatif que nous faisons pour aider les gens à voir brillamment. Nous innovons avec audace, défendons le progrès et agissons rapidement en tant que le leader mondial des soins oculaires. Chez Alcon, vous serez reconnu(e) pour votre engagement et vos contributions, et verrez votre carrière comme jamais auparavant. Ensemble, nous allons encore plus loin pour avoir un impact sur la vie de nos patients et de nos clients. Nous favorisons une culture inclusive, et recherchons des personnes diversifiées et talentueuses pour rejoindre Alcon.
En tant que Technicien Support Clients, vous serez chargé(e) de répondre aux différentes demandes de clients internes et externes.
Dans ce rôle, vos missions seront les suivantes:
- Répondre aux appels téléphoniques des clients qui ont une panne avec leur machine. Les accompagner sur les tests pour évaluer si la panne peut être résolue à distance et dans le cas échéant estimer quelles pièces seraient nécessaires pour que la panne soit résolue lors d’une intervention d’un technicien itinérant
- Répondre aux demandes par mail des clients ou de associés Alcon vis-à-vis d’un problème technique sur une machine ou accessoire
- Faire le suivi des réparations dans l’atelier sur les machines renvoyées ou de démos pour les mettre dans un état impeccable lors des démonstrations
- Exécuter des réparations sur les différentes machines suivant la demande du service commercial
- Assurer une communication structurée & pertinente avec les interlocuteurs appropriés afin de proposer des solutions vis-à-vis des problèmes reportés
- Gestion administrative: compte-rendu d’activité dans les outils/CRM en place, mise à jour des dossiers clients, remontées d’informations
- Utiliser les outils d’analyse à disposition pour assurer la bonne gestion du service support
- Par son expertise, veiller à la qualité, l’exactitude et l’exhaustivité des données dans le CRM
- Participer aux appels d’offres, en apportant son expertise technique
- Contribuer à la sécurité et à la surveillance des produits en transmettant selon la procédure en vigueur tout effet indésirable dont il/elle aurait connaissance
- Contribuer aux objectifs de service qualité client définis par la Direction Technique et Commerciale et Scientifique
- Assister les techniciens SAV Terrain
CE QUE VOUS APPORTEREZ À ALCON:
- Diplôme : Bac +2
- Expérience : Avoir une affinité avec tout ce qui est lié au réseau et l’informatique, idéalement 2 ans d'expérience dans des fonctions en lien avec le contact client
- Langues : Français et Anglais
- Etat d’esprit : autonome, responsable, adaptable, bon relationnel, bonne communication
Déplacements à prévoir (exceptionnellement pour des missions sur le terrain afin d'améliorer le lien avec les techniciens itinérants ou pour les assister dans les installations)
CE QUE L'ON PROPOSE CHEZ ALCON:
- Un contexte international
- Des formations pour mieux vous accompagner et vous développer
- Environnement challengeant et impactant
Carrières chez Alcon :
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