Ingénieur Support après-vente/Support engineer DC F/H

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EVBox

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Bordeaux, France

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30+ days ago

Ingénieur Support après-vente/Support engineer DC F/H

Ref. Apec : 168581438W

  • EVBOX
  • 2
    CDI
  • Canéjan - 33

Publiée le 23/06/2022

Actualisée le 23/06/2022

Salaire

38 - 45 k€ brut annuel

Prise de poste

Dès que possible

Expérience

Minimum 5 ans

Métier

Animateur service après vente

Statut du poste

Cadre du secteur privé

Zone de déplacement

Internationale

Secteur d’activité du poste

FABRICATION D'AUTRES MATÉRIELS ÉLECTRIQUES

Télétravail

Total possible

Descriptif du poste

As a Technical Support Engineer you are either based in the OFFICE OR WORK REMOTELY FROM HOME. You will be part of the Second Line Support team that is responsible for supporting questions raised by our Partners and installation Partners. This includes resolving complex issues, escalating the issues with proper documentation to our Level 3 teams and coordinating corrective and preventive action plans and taking care of the necessary organization..

Your day will start off with a daily team stand up. This is a good opportunity to update your workload and share information with the team. You will follow up on previous open tickets and any updates or resolutions. Then you hit the ticketing queue (Salesforce). You will ensure proper support and development of the technical competencies of our partners and provide the right level of visibility on support issues and resolution time. You will follow up on hot and cold loops, document work streams and provide feedback on current issues. The team shares information across an online knowledge resource and communicates through Slack, which is a great tool for communicating with team members that sit across Europe. After the workday is over enjoy a cold one or two with your colleagues, maybe catch a match together. EVBoxers are passionate about the mission for a zero-carbon future and that's fun to be a part of!!

"I am part of a very reliable team - I know that whenever I need help, someone will always be there to support me and I am trying to do my best to make my colleagues feel the same way." – anonymous review in the yearly survey


Your main responsibilities will include, but aren’t limited to:

Support customer requests, questions and complaints via email and actively logging all your customer facing activities in our CRM system (Salesforce)

Find the best solution for customer issues based on our knowledge base, decision trees and/or escalation to the right department (i.e. Technical Support, Finance, Spare Part team, Planning team, Service Partners)

Create and/ or follow up on work orders for field dispatch from our field service partners

Continuously improve our knowledge base and processes by documenting work instructions and / or answers to Frequently Asked Questions

Review or make changes to customer account records when relevant

Continuously and proactively provide input to our product/support knowledge team

Ensuring proper escalation of issues and follow up

Documenting and following up with technical incidents including providing feedback to the relevant teams internally

You'll be leaving your mark in this important field for a sustainable future.

Profil recherché

As a Technical Support Engineer you are either based in the Essen OFFICE OR WORK REMOTELY FROM HOME. You will be part of the Second Line Support team that is responsible for supporting questions raised by our Partners and installation Partners. This includes resolving complex issues, escalating the issues with proper documentation to our Level 3 teams and coordinating corrective and preventive action plans and taking care of the necessary organization..

Your day will start off with a daily team stand up. This is a good opportunity to update your workload and share information with the team. You will follow up on previous open tickets and any updates or resolutions. Then you hit the ticketing queue (Salesforce). You will ensure proper support and development of the technical competencies of our partners and provide the right level of visibility on support issues and resolution time. You will follow up on hot and cold loops, document work streams and provide feedback on current issues. The team shares information across an online knowledge resource and communicates through Slack, which is a great tool for communicating with team members that sit across Europe. After the workday is over enjoy a cold one or two with your colleagues, maybe catch a match together. EVBoxers are passionate about the mission for a zero-carbon future and that's fun to be a part of!!

"I am part of a very reliable team - I know that whenever I need help, someone will always be there to support me and I am trying to do my best to make my colleagues feel the same way." – anonymous review in the yearly survey


Your main responsibilities will include, but aren’t limited to:

Support customer requests, questions and complaints via email and actively logging all your customer facing activities in our CRM system (Salesforce)

Find the best solution for customer issues based on our knowledge base, decision trees and/or escalation to the right department (i.e. Technical Support, Finance, Spare Part team, Planning team, Service Partners)

Create and/ or follow up on work orders for field dispatch from our field service partners

Continuously improve our knowledge base and processes by documenting work instructions and / or answers to Frequently Asked Questions

Review or make changes to customer account records when relevant

Continuously and proactively provide input to our product/support knowledge team

Ensuring proper escalation of issues and follow up

Documenting and following up with technical incidents including providing feedback to the relevant teams internally

You'll be leaving your mark in this important field for a sustainable future.

Entreprise

Suite à une croissance de notre activité, nous recherchons dès que possible, un Ingénieur Qualité Sénior avec 7 ans d'expérience minimum, en CDI, basé à Léognan près de Bordeaux.

Vous voulez contribuer à créer un avenir durable en matière de transport qui soit meilleur pour tous ? Si oui, lisez attentivement la suite pour en savoir plus !


A propos d'EVBox

Nous sommes le leader mondial des infrastructures de recharge pour véhicules électriques et des plateformes cloud de gestion de la recharge. Avec plus de 300000 points de recharges installés à travers le monde, et plus de 2000 chargeurs rapides, dans 70 pays, EVBox propulse la mobilité durable en offrant des solutions de recharge fiables à travers le monde.

En 2017, nous avons été acquis par ENGIE, groupe mondial de l'énergie et des services, qui a vu en nous une entreprise des plus disruptives du domaine des technologies vertes, capable de se distinguer sur la scène de la mobilité électrique. En 2018, nous avons acquis le fabriquant bordelais de bornes de recharge ultra rapides, EVTronic, ajoutant ainsi 700 bornes rapides à notre réseau européen.

Aujourd'hui, avec des projets en Europe et en Amérique, nous continuons à perfectionner la recette de départ avec une nouvelle génération de solutions de recharge efficaces, évolutives et faciles d'utilisation.

Pour en savoir plus, rendez-vous sur Youtube à "EVBox Bordeaux | shaping the future of DC charging"


Personne en charge du recrutement
CHARLENE DOLIN-DOLCY - Talent Acquisition Specialist