After Sales Service Technician

14.02.2023

Title: After-Sales Service Technician 

Location 

• L’Aigle, France with high travel intensity (at least 60%)

Position in Organization

• Part of the Customer Support Department
• Report to Service Manager

Direct reports 

• 0 Direct reports

Position Summary and Key accountabilities

Within the Customer Support team, the After-Sales Service Technician is responsible for the installation, maintenance, and report of our IMV and CBS equipment internationally. This involves traveling to customer sites to carry out the work as well as training the customer on their new equipment. It will also involve managing the resolution of tickets from our subsidiaries and distributors. When not traveling the Technician will be responsible for planning maintenance visits and repairing equipment in the workshop.

Specific Responsibilities

• Installs equipment and provides training to the customer on its use.
  1. Organizes and plans installations in collaboration with customers and sales team.
  2. Ensure that they have up to date training on IMV and CBS equipment ranges.
  3. Produce an installation report and ensure this is signed by the customer and trained person.
• Carry out preventative and corrective maintenance work on IMV and CBS equipment at the customer site or in the workshop.
  1. Shares all relevant information with After-Sales Service Assistants so they can draw up accurate estimates for the customer. 
  2. Ensure estimates are approved by the customer before each trip.
  3. Considers optimizing transport costs when organizing travel. 
  4. Carry out preventative maintenance according to established protocols. 
  5. Submits a satisfaction survey to the customer.
  6. Managers their stock of spare parts
• Promotes maintenance contracts.
  1. Actively identifies opportunities.
  2. Manages the promotion of the contracts and can elaborate on the contract offer.
  3. Presented the offer to the customer in collaboration with the sales representative.
• Manages the resolution of tickets from customers, subsidiaries, and distributors within set deadlines.
  1. While onsite in L’Aigle, ensure the follow-up and resolution of assigned tickets according to the established KPI
  2. Escalates to management cases that may require a resolution time of more than 30 days
• Carry out remote repair of faulty equipment and define appropriate solutions.
  1. Carry out initial diagnosis of the issue withing the given timeframe.
  2. Shares all relevant information with After-Sales Service Assistants so they can draw up accurate estimates for the customer. 
  3. Ensures all estimates are approved by the customer before intervention
  4. Provides a final and intermediate solution.
  5. Writes up an intervention report and ensures it is signed by the customer and submits a satisfaction survey
• Shares their field experience with the wider IMV team.
  1. Sharing service aspects (protocols, tools, notices, technical procedures, maintainability, etc.) and equipment improvements with the Support department
  2. Provides necessary elements for opening a REC or NC to the Quality department.
  3. Shares marketing information, such as customer comments, competition, trend, etc. with the organization as part of the Post Market Surveillance.

The Person

• Nationality: Open
• Languages: French and Fluent in English mandatory; additional languages (such as German, Spanish, and Russian) would be beneficial but not essential

Previous Experience and skills

• Minimum of 3 years of previous experience with similar electronic or mechanical equipment
• Technical expertise in electronics and mechanical repair
• Good troubleshooting and problem-solving skills. 
• Previous customer face and field-based experience is required.
• Previous software knowledge or experience would be beneficial. 

Personal Characteristics 

• Excellent communication skills 
• A collaborative individual with demonstrated experience collaborating across team and with other departments
• Solution driven. Finding alternatives. Pragmatic. Willingness to resolve roadblocks  
• Strong attention to details. Hands-on approach to problem solving
• Strong team player. Willingness to share responsibilities

IMV Technologies Leadership Anchors

The candidate behaviour should be in line with IMV’s values and leadership anchors: 

• Chart the course 
  1. Moves strategy to action 
  2. Leads in a global environment
• Leads through Lean:
  1. Champions continuous improvement
  2. Solves problems
  3. Drives for Results
• Build people, team & organization 
  1. Creates followership through collaboration 
  2. Builds strong, effective and diverse organizations
• Drive innovation and growth 
  1. Listens and responds to customer needs 
  2. Encourages balanced risk taking to advance innovation 
• Transparency & Integrity 
  1. Consistently uses sound judgment 
  2. Operates with transparency and is trusted 
  3. Demonstrates humility

Send your application to Sophie Andison (Talent Acquisition) : sophie.andison@imv-imaging.com