BorgWarner is a global product leader in powertrain solutions. We focus on developing leading powertrain technologies that improve fuel economy, emissions, and performance. Our facilities are located across the globe to provide local support for our diverse customer base.
BorgWarner is a company of independent thinkers who share a passion for the latest vehicle technology, enjoy working in a fast-paced, collaborative environment, and desire to play a key role in transforming the transportation landscape.
We engage this talented group of employees with meaningful work, amazing technologies, world-class facilities, and a culture that respects diversity and rewards excellence. It’s an atmosphere that fosters personal growth and allows you to propel your career to the next level.
Role
After-sales service technician
Position Summary
Reporting to the After Sales and Maintenance Manager, the after-sales service technician is in charge of the management, coordination and supervision of after-sales activities.
Products
Industrial Stationary Chargers and Automotive Stationary DC Fast Chargers
Key Roles and Responsibilities
* Provide after-sales service support to customers, such as the installation, maintenance and repair of the sold products.
* Take corrective actions to ensure customers’ satisfaction, resolve technical product-related issues and write customer summary reports.
* Interact with customers on a day-to-day basis providing technical support and after-sales service with direct communication.
* Register, follow-up, solve and respond to customer requests, complaints and after-sales services related to products.
* Respond to and communicate with customers in the most efficient and appropriate manner to enable access to products or services, or any other help required.
* Contact customers to respond to inquiries or to notify them of claim investigation results or any planned product adjustments.
* Implement strategies that ensure post-sale follow up of customer satisfaction.
* Handle customer expectations professionally, addressing their needs and desires, and provide flexible customer service to ensure satisfaction.
* Solve problems in planning, prioritising and organising department activity; use systematic processes to collect, analyse, and synthesise information to evaluate current practice and share improvements with Quality, Production and Engineering to improve product quality and reliability.
* Collaborate with Sales for the technical definition of new products and/or customer product improvement requests.
* Produce customer documentation such as product manuals and charger setup procedures.
* Assist customers in charger fault-finding and provide guidance on charging protocols, infrastructure/remote protocols, EMC, and electrical installation.
* Provide customer support remotely from BorgWarner site in Lugo and, if needed, on-site at charging stations throughout Europe and North America.
* Interpret customer specifications and provide technical advice to assist in the correct selection of BorgWarner products.
Qualifications
* Technical high school diploma or technical degree.
* At least 5 years’ experience in the role, preferably from the industrial or electrical/electronic field.
Key Competencies
* Good mediation skills in customer relations.
* Good knowledge of written and spoken English.
* Knowledge of the MS Office package.
* Ability to work on multiple projects simultaneously.
* Strong communication and problem-solving skills.
* Ability to work in a team.
EEO Statement
* BorgWarner is an equal employment opportunity employer such that all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.
Safety
This position will adhere to BorgWarner’s Safety Policy, including safety rules, practices and training as outlined in the Safety Policy Manual. The individual will work in a manner that stresses prevention of accidents and illnesses, and must report all injuries or potential dangerous situations to the immediate supervisor.
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