District Service Technical Admin

Responsibilities:

• As a representative of HDI Service, dealer development according to the HDI Global Service Standard Guide and assessment/coaching dealers to become HDI standard dealer.
• Technical support and advice for dealer’s top-quality service, training technical management team capacity to deliver services to end - customer.
• Customer care with dealers to maintain key customer retention, secure the part and service revenue, and increased market share.

Requirements:

• Bachelor's degree in Engineering
• Excellent written and verbal communication skills
• Good English communication skills
• High level of computer literacy; proficient in the use of MS Office, Word, PowerPoint and Excel
• Able to travel frequently to various countries in Africa region
• Bachelor's degree, with preference in mechanical engineering or machinery related field.
• Good skills with French or Arabic as the second language
• Experience working with customers in machinery applications or service technician for 3+ years
• Outstanding demonstrated possess good customer relations and communications skills.

Technical Support :

• Provide technical support and solutions for technical problems to dealers in timely manner.
•  Maximize the team effort by being available to assist in any situation requiring technical support or feedback to make a fair and equitable decision involving dealerships and or end-users.
• Identifies problems, investigates causes and establishes priorities for resolution.
• Defines problem in terms of observed symptoms, defines applications and conditions encountered, identifies root cause, identifies tests that need to be completed, data to be obtained and analyzed for course of action, works with dealers to identify information needed.
• Develops plans for fixing problem including validation, and publishes corrective action.
• Monitors result after change.
• Provide the explanation of service programs or systems in detail to dealers.
• Support failed parts timely return to EU or Korea HQ office.
• Enforce completion of rework campaign in the assigned region.

Remote Support :

• Responsible for monitoring the overall performance of products in AF region to reduce warranty costs and to meet the needs of customers.
• Response to all inquiries including technical or general matters received from service systems.
• Monitor fault codes on the machines, deliver the Trouble Shooting Guide, and manage the response time of dealers.
• Define the causes of problems from inspection data by remote systems, and provide the solution.
  

Training:

• Development dealers to have independent customer training capabilities covering old and new equipment.
• Train dealer staffs in proper service and maintenance of all heavy equipment products.
• Offer technical trainings to service manager or technician of dealers required for accurate technical support to its customers.