Technical-assistance Parts

Job Id: 45181
- Job Family: Sales
- Location: Ancenis, FR, 44150
- Employment Type: Permanent

**Why work for Manitou Group?**
- Manitou is purposefully committed to you, its people. Based on a “One United Team” focus, we internationally cultivate our purpose-driven and agile work environment. As an equal opportunity employer, we cultivate, build and elevate our more than 6000 employees and their diversity across more than 30 countries we operate in. There are 6 main plants with locations in France, the USA, India, Italy and more than 30 subsidiaries all around the world.
- Are you looking for a new opportunity? Join us to be part of our continuous success.

**What are the role and responsibilities?**
- You will manage the team of Technical Parts Advisors (TPA), guaranteeing technical customer support for the Group's spare parts business.
- Your mission: ensure a high level of technical service while driving performance, quality, and skill development within your team. You are also responsible for the management and optimization of the ASSIST ticketing tool.
- As the true orchestra conductor of technical support, you coordinate actions between subsidiaries, support functions, production sites, and the dealer network. You directly contribute to customer satisfaction, the reliability of technical data, and the Group's overall performance.
- As such, your main duties and responsibilities will be as follows:

- **Guarantee reactive and reliable technical customer support**:
Supervise the processing of technical and quality requests within deadlines.-
Manage customer emergencies (VOR - Vehicle Off Road) by mobilizing the necessary resources to restore machine availability.-
Analyze tenders from key accounts and propose appropriate technical solutions.-
Coordinate technical campaigns and monitor shipments with the After-Sales Service (SAV).-
Ensure fluid communication between support levels and with subsidiaries.- **Manage and develop your team**:

-Supervise and lead a team of Technical Spare Parts Advisors and a Technical Coordinator.-
Set annual objectives, monitor performance, and implement necessary corrective actions.-
Ensure continuous skill development regarding the Group’s products, services, and tools.-
Guarantee the integration of new employees and strengthen team cohesion.-
Develop individual careers in line with organizational needs.- **Drive performance and continuous improvement**:

-Analyze customer tickets and network feedback to identify blocking points and areas for improvement.-
Propose and implement corrective actions aimed at optimizing support reactivity and quality.-
Standardize best practices within the team and across subsidiaries.-
Monitor Key Performance Indicators (KPIs) and ensure weekly, monthly, and annual reporting.-
Alert hierarchy in case of major deviations or anomalies.- **Develop tools and technical documentation**:Guarantee the proper functioning and evolution of the ASSIST digital tool (front and back-office).-
Write evolution requirements and monitor deployments in liaison with IT teams.-
Manage the annual budget associated with the ASSIST activity.-
Identify needs for technical documentation improvement and participate in its update.- Contribute to the creation of new technical training for the dealer network.

**What do you need to succeed in this position challenge?**
- With a higher education degree (Bac +5 / Master's degree) in engineering or management, you have already demonstrated your talents in customer support, technical coordination, or quality management, and you have successful experience in team management.
- You are familiar with the world of maintenance for agricultural, public works, or automotive machinery. Skills in hydraulics, engine technology, and electricity are significant assets. Your experience has allowed you to practice quality methods (statistical analysis, standardization, problem-solving) and understand industrial processes and B2B/B2C communication.
- Endowed with an excellent sense of service, you are recognized for your rigor, team spirit, and relational qualities. You know how to lead cross-functionally, synthesize information, and instill a positive dynamic around you.
- Fluency in English and French are essential for this international position.

**What does MANITOU Group offer?**
- Start Date: Available now
Status: Permanent contract
- Flexibility: 2 days of remote per week.

Compensation: Based on experience, bonuses + ‍ ️ a CSE and organized activities + Company restaurant + Commuting support (60% coverage for public transport, vehicle allowance, or ‍ ️ bike allowance)
Accessibility: The site is based in Ancenis (44). Access by car or train from Nantes and Angers (20min) + a free Manitou shuttle is available from Ancenis train station.

**What is MANITOU Group?**
- To learn more about Manitou Group, click here.