Phone Support Professional Spain

**Brady Corporation **is an international manufacturer and marketer of complete solutions that identify and protect people, products and places. Brady’s products help customers increase safety, security, productivity and performance and include high-performance labels, signs, safety devices, printing systems and software. Founded in 1914, the Company has a diverse customer base in electronics, telecommunications, manufacturing, electrical, construction, medical, aerospace, and other industries.

**1.** **GOAL AND OBJECTIVE OF THE POSITION**:
We search a **Phone Support Professional** for Customers and the teams in **France and Spain**. The goal of the team is to give instant and adequate assistance to customers, distributors and Brady personnel regarding technical issues. The team is also responsible for after sales support and repair on the Brady hardware and software systems keeping customer satisfaction in mind.

The goal of the team is to give instant and adequate assistance to customers, distributors and Brady personnel regarding technical issues. The team is also responsible for internal pre sales support, after sales support and repair on the Brady hardware and software systems keeping customer satisfaction in mind.

The Phone Support Professional is responsible for the service & support of Brady equipment and other supported hardware towards our customers and internal Brady teams.

The support activity takes place in the Brady office based in **Bron near Lyon**.

**2.** **PLACE IN THE ORGANISATION**:
The Phone Support Professional is based **in Bron (69500) **and reports to the Team Leader Solutions based in Zele (Belgium). Within the organization there is a very intense interaction with customer service and sales teams.

**3.**

**RESPONSIBILITIES**:

- The Phone Support Professional provides assistance to the Field Engineers regarding support, planning and scheduling, customer contact,
- The Phone Support Professional is responsible for the follow-up towards the customers. In case of a conflict or disagreement he/she needs to involve the sales representative to ensure the customer satisfaction.
- Working with the administrative tools and procedures that are in place.
- Contacting our suppliers concerning technical issues or product improvements to grant solutions towards our customers.
- The Phone Support Professional is responsible for the administration in the known business systems.
- Executing the safety and environmental policies and reporting the non-compliant situations. Obtaining expert advice about Health, Safety & Environment.

**4.** **AUTHORITY LEVEL**:
In this function the level of independence is rather limited. In consultancy with the team leader in Belgium the Phone Support Professional can take the necessary steps to prioritize certain issues or cases.

**5.** **REQUIRED SKILLS AND COMPETENCES**:

- Functional/Technical skills: Has the functional and technical knowledge and skills to do the job at a high level of accomplishment.
- Technical learning: Picks up on technical things quickly; can learn new skills and knowledge; is good at learning new industry, company, product, or technical knowledge - like internet technology; does well in technical courses and seminars. Shows a personal interest in technology - like Arduino, 3D printing,
- Learning on the fly: Learns quickly when facing new problems; a relentless and versatile learner; open to change; analyzes both successes and failures for clues to improvement; experiments and will try anything to find solutions; enjoys the challenge of unfamiliar tasks; quickly grasps the essence and the underlying structure of anything.
- Problem solving: Uses rigorous logic and methods to solve difficult problems with effective solutions; probes all fruitful sources for answers; ca see hidden problems; is excellent at honest analysis; looks beyond the obvious and does not stop at the first answers.
- Priority setting: Spends his/her time and the time of others on what's important; quickly zeros in on the critical few and puts the trivial many aside; can quickly sense what will help or hinder accomplishing a goal; eliminates roadblocks; creates focus.
- Time management: Uses his/her time effectively and efficiently; values time; concentrates his/her efforts on more important priorities; gets more done in less time than others; can attend to a broader range of activities.
- Conflict management: Steps up to conflicts, seeing them as opportunities; reads situations quickly; good at focused listening; can hammer out tough agreements and settle disputes equitably; can find common ground and get cooperation with minimum noise.
- Customer focus: Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and resp