The EU Technical Training and Support Specialist is responsible for training and educating our customers on assigned aftermarket products predominately (but not limited to) Western and Central Europe, as well as serving as technical hotline support. Trainings are conducted through multiples methods and platforms, so this role is expected to perform effective, interactive training sessions both in-person at customer’s place of business or through virtual presentation in webinar format. Furthermore, this role supports our sales organization during local shows and customer events etc., as needed and works closely with Marketing, Sales and Product Management teams to help develop training materials and videos to provide our customers with multiple resources that work with their schedules and lifestyles.
The Technical Training and Support Specialist is part of a global team, and reports into the Global Field Operations Manager.
The Technical Training and Support Specialist is part of a global team, and reports into the Global Field Operations Manager.
General Responsibilities
Experience / Qualifications
- Collaborate with new and existing customers, distributors, and internal personnel
- Provide, via phone and/or e-mail, all aspects of technical support for assigned products
- Organize the Field Sales team in all custom development projects when necessary
- Collaborate with the customer and the sales manager / engineering, distributing technical information when available to all relevant parties, or other activities as needed
- Organize marketing and engineering in maintaining and improving all technical documentation, both print and digital, and provide feedback whenever possible as to potential improvements in either
- Key participant the overall products return process for all technical related returns from assigned products in the designated region
- Organize all regional prospecting activities for assigned products with regards to identifying account potential based on technical reviews of website information, products brochures, etc., as needed
- Maintain a comprehensive record within company database of all technical calls received
Experience / Qualifications
- A university degree required (i.e. Bachelors degree) or equivalent relevant work experience.
- Must be a team player able to work in a fast-paced environment with demonstrated ability to handle multiple competing tasks and demands
- Strong communication skills; oral, written and presentation
- Strong organization, planning and time management skills to achieve results
- Strong personal and professional ethical values and integrity
- Holds self-accountable to achieving goals and standards
- Proficient in Microsoft Office programs (Outlook, Word, PowerPoint, and Excel)
- Strong interpersonal & collaboration skills to work effectively with all levels of the organization including suppliers and/or external customers
Additional Responsibilities:
- Ensure customer satisfaction by delivering insightful and effective training sessions on site or online
- Attend and participate in trade shows and customer events as required
- Record educational and publicly shared training videos as required
- Share responsibilities in creating, translating and updating educational content for e-training platform and training-based website as well as training presentations
- Support the Engineering and Product Management teams with research, product validations, performance and benchmark testing and tool maintenance
- Support Product Management by translating Voice of Customer and competitive insights into prioritized Product Roadmaps
- Assist in any other duties as required by manager
Additional Requirements:
- Work flexible hours to provide technical support during peak business hours or during customer events/ trade shows on weekends
- Certain level of comfort with automotive electronics installation and repair as well as modern wireless technology and mobile phone app support
- Must be comfortable in presenting and exchanging knowledge in front of large groups
- Knowledge of automotive aftermarket / tire business, auto repair shops is a plus
- A high degree of customer service orientation
- Fluent German and English language skills (additional language skills a plus)
- Willingness to travel extensively within Western and Central Europe
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