Operational Support Technician

Role Overview

• Maximize first-contact resolution (FCR), reducing the need for follow-up contacts and increasing customer satisfaction through qualified technical support: perform accurate diagnosis of issues, provide clear and concise guidance to customers, and resolve problems remotely whenever possible without the need for field intervention.
• Ensure service orders are opened with correct diagnosis and proper routing by performing technical analysis of requests, collecting complete information from customers, and recording problem details in a structured and accurate manner for field execution.
• Support correct execution of field technical services and reduce installation and maintenance errors by providing remote assistance to service providers during installations and maintenance, offering technical guidance on procedures and resolving operational questions.
• Ensure the reliability of technical assistance data for analysis and decision-making by validating the completion of technical reports prepared by service providers and accurately recording information from service interactions.
• Provide consistent and well-structured technical responses for customer complaint handling by analyzing available information, service history, and technical data; support and lead technical evaluation in the field and consolidate findings into clear, well-founded technical reports.
• Raise the technical level of the support team and improve overall service quality by sharing best practices, assisting colleagues with technical questions, and contributing to the creation and updating of support materials.
• Support operational improvement and the reduction of recurring issues by identifying failure patterns, reporting recurring problems, and suggesting improvements to processes, products, or solutions.

Requirements

• Currently enrolled in a Bachelor's degree program
• Technical qualification in Mechanical, Electronic/Electrical, Mechatronics, Automotive, Telecommunications, or related fields

Benefits

• Commuting allowance and shuttle reimbursement
• Meal and/or food allowance
• Multi-benefit card
• Health and dental insurance
• Profit-sharing
• Childcare assistance
• Extended parental leave
• Life insurance
• Gympass membership
• Payroll-deductible loan
• Employee stock purchase plan
• Birthday day off
• Discount partnerships with partner companies (language schools, universities)
• Discounts on Michelin tire purchases
• Annual flu vaccination campaign
• Mental health promotion program
• Learning and development platform