Product Specialist - Consumer Products / Fluent in French
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Product Specialist - Consumer Products/Fluent in French
Based in Telford
Circa ú17,000 - ú22,000 depending on experience
Our Client is a European sales and marketing company, a global manufacturer of printers, computers, watches and other technology products. Their products are designed for a wide range of customers in business, government and the home.
Their history spans over 100 years with a heritage that began in watch making and led to the invention of the world's first quartz watch along with many other technology "firsts".
A position has opened up within the Technical Operations - EMEA Advanced Product Support Team for a French-speaking Product Specialist for Consumer Products.
You will be reporting to Support Manager - EMEA Advanced Product Support Team - Consumer Products.
À To maintain a high degree of technical capability within the Technical Support Operations group. To support and add value to the EMEA customer contact centre
À Maintain agreed service levels within the group and report to the Support Manager on variances from these levels.
À To develop and maintain clear and open technical communication channels with other technical European functions (marketing/Operations), ESCÆs, other support departments and SEC.
À Establish and support best practice guidelines relating to product problem management.
À Provide input into the overall European support and service operational processes
À Maintain KPIs that identify key areas of improvement.
À Perform serviceability testing as required on consumer products
À Identify training requirements for consumer product service delivery and contact centre operations.
À Produce the raw training material content that is required by the European technical training function.
À Assist in the development of contact centre agents scripts and associated support documents
À Monitor and report product failure rates/frequent failure modes
À Support formal technical escalations for all EMEA consumer contact centres and local ESCÆs support operations.
À Act as the interface between Europe and SEC for all technical matters associated with consumer products.
À Produce and maintain consumer product technical information and updates.
À Develop consumer product FAQs
À Assist in European exhibitions and events as required by the support manager
À Previous experience within a technical environment.
À Knowledge of the FMCG market would be an advantage.
À The ability to work within a team environment and to communicate technical concepts effectively at all levels within the organisation.
À French both spoken & written at a good level is mandatory.
À Able to demonstrate a strong analytical mindset, with the ability to extract and interpret data in order to meet business requirements.
À 2-5 years in IT technology field service, technical support or production support. Educated to degree level.
À Good knowledge of MS Office and general technology applications