The Product Care is part of the Business Unit Wood function. The position reports to the Product Manager.
KEY RESPONSIBILITIES
1. Manage customer inquiries related to product use, maintenance, or issues.
2. Handle warranty claims, replacements, or repairs.
3. Track recurring issues or defects reported by customers.
4. Collaborate with Product Manager and Product Development teams.
5. Train customer service teams, service technicians, and sometimes sales staff.
KEY ACTIVITIES
6. Provide technical guidance when necessary.
7. Analyze patterns to identify product weaknesses.
8. Organize service interventions (in-house or outsourced).
9. Preparing internal documentation for customer service teams.
10. Work with R&D to prevent future issues.