Job Description
As a Product Expert you manage the knowledge base of a certain product range in order to support our technical field team in performing their service and maintenance job.
Your tasks:
* Manage the technical data of one of our products and make it available in an accessible way for our technicians & the helpdesk/hotline: maintenance procedures, service procedures, spare parts lists...
* Remotely support the field team
o Point of contact for technical escalations from the Service team and the first line helpdesk
o Make analysis of issues in the field & determine the right prioritisation towards our Quality monitoring board.
o Take part in that Quality board & represent Service operations
o Take part in a rolling system of 24/7 support towards our teams and customers
* Support on the creation of training for the technical team
* Act as the point of contact for the latest info on the product
* Develop the structure and tools for how the service engineers should work
* Monitor the serviceability of the product and act as a driving force over the improvements to be implemented in next design release
* Keep close contact with the product owner, translate the product strategy into field actions and give the necessary feedback out of the field towards the product manager
* Manage the technical changes & coordinate the field actions to execute these
* Monitor customer needs for specific features and translate / prioritize these towards product management
Qualifications
* You have a technical bachelor degree or equivalent through experience.
* Experience in a technical service or commissioning function of 3 years is required.
* Affinity with software is recommended
* You are hands-on
* You’re available for travel for 30% of your time worldwide
* Good knowledge of Dutch/English. French is definitely a plus.
* Computer skills: MS Office + Teams
* You are sociable, eager to learn, driven and cheerful
* Customer-friendliness and passion are second nature to you
Additional Information
What do we offer you?
* A place in an enthusiastic, young organisation with the necessary ambitions
* The necessary freedom and opportunity to take initiative.
* An intensive training by experienced people.
* An attractive salary in an international environment with many benefits:
o Company car with fuel card/charging pass
o Group & health insurance
o Meal vouchers (8€)
o Net allowances
o CAO90 Bonus
o Laptop
o iPhone + subscription
o 20 days of vacation plus 12 extra days for working a full year on 40h-workweek instead of 38h (32 leave days in total)
* Satellite office in Berchem (Antwerp)
Unsolicited representations by third parties (recruitment agencies, headhunters, ...) of CVs via mail and/or telephone for our vacancies are considered as direct applications where no compensation is provided to the third party. Any T&Cs from these third parties will not be accepted unless upon signature of the T&Cs by a person in charge of HR. Candidates remain registered in the system for 12 months and cannot be proposed again during this period.