The Head of 3rd Level Support Steelco Products at Steelco Belimed is responsible for ensuring and continuously improving a reliable and efficient service support structure for Steelco & Belimed products (Focus on Steelco Machines), in accordance with business and economic principles. This role serves as the central point of expertise for service-related issues and solutions for Steelco products.

Tasks & Responsibilities

• Lead and manage the 3rd Level Service Support Team, including cost center management, budgeting, and personnel development.
• Provide technical support via phone, email, and ticketing system to service centers and international representatives.
• Analyze and identify trends in support requests and complaints to enhance service efficiency and product improvement.
• Collaborate closely with R&D to integrate field feedback into product development.
• Oversee quotations and order processing for services, including spare parts, repairs, modifications, software adaptations, technician deployments, and external training.
• Ensure on-call service availability for urgent technical support.
• Coordinate service activities for service centers and international agents.
• Provide technical assistance to spare parts logistics for complex inquiries, warranty evaluations, and claims.
• Manage the distribution of technical information (e.g., service letters) to service centers and agents worldwide.
• Lead and develop organizational structures and workflows by heading sub-projects.
• Support the phase-out and discontinuation process of older machine models.
• Develop technical requirements for service offerings and quotations.
• Contribute to technical documentation related to service operations.
• Participate in customer training through the Steelco Belimed Academy.
• Engage in cross-departmental projects to optimize service operations.
• Willingness to travel internationally (approx. 10% travel requirement).

Education

• Technical degree (Engineering, Technical School, or equivalent) with a business-oriented mindset.
• Fluent in English (written and spoken, business proficient).

Technical & IT Skills

• Strong IT affinity and proficiency in standard office applications.
• Experience using Steelco Belimed-specific software applications.
• Knowledge of SAP is an advantage.
• Hands-on mechanical and electrical troubleshooting skills.
• Ability to analyze technical documentation, electrical schematics, and CAD drawings to diagnose and resolve issues.

Personal Skills

• Strong communication, mediation, and organizational skills.
• Ability to explain technical topics clearly (didactic abilities).
• Culturally aware and enjoys interacting with people from diverse backgrounds.
• Self-motivated, team-oriented, customer-focused, and resilient under pressure.
• Proactive in knowledge-sharing and open to learning new systems.
• Confident and professional demeanor in front of customers.
• Leadership position with functional authority over service teams in Steelco Belimed and international representations.

Experience & Background

• Extensive experience in customer service and technical support.
• Strong knowledge of electrical and mechanical aspects of industrial products and applications.
• Experience interpreting technical literature, schematics, and engineering drawings.

Department : Global Service

Type of work : Full-time job

Type of contract : Permanent

Only applications with attached CVs will be evaluated.