Job Purpose To develop technical knowledge about Bridgestone product and spread it into the Market, Customers (internal/external) and end users. Responsible for providing complaint management services to clients. Handling inbound calls, email, online chat or similar to submit claims. Addresses customer complaints and/or requests to discontinue service(s). Appeases customer dissatisfaction and delivers resolution. Ensures customer complaints/dissatisfactions are handled in an effective manner to retain customers. Tracks and maintains records/feedback of complaints/dissatisfactions and resolution information. Escalates issues or redirect complaints/dissatisfactions to appropriate functions or personnel. Provides superior customer service and maintains high customer satisfaction ratings. Provide product performance monitoring reports to relevant departments. Manage all activities related to field test in the assigned zone. Deliver technical trainings to customers. Main Responsibilities Technical claim management To prioritise and manage the workload within your designated region, including product quality evaluation and monitoring tyres (all categories). To visit selected users and monitor, analyse and report performance characteristics of current, test and competitor tyres. Coordinate activities with Sales Team for all product groups. To work with the Lead Field Engineer & Head Field Engineer and take ownership of the South Region Action Plan. To take ownership of special projects when required. To carry out any reasonable technical related matter at the discretion of the Technical Manager, Lead Field Engineer & Head Field Engineer, as and when appropriate. Field Engineering & Field Visits To work in a designated area, undertaking all the key Market Technical Engineering roles. To support your Market Technical colleagues in other regions, undertaking all the key Market Technical Engineering roles. To perform field visits where required to troubleshoot Bridgestone products, whilst maintaining good customer relations with dealers and end users. To organise the assessment of claim tyres in the field, timely and when necessary. Product performance monitoring & Proposals for planning new products Analysis of the trend of the vehicle market and of the greater needs of users according to the different types of services to contribute to the planning of new products. Performance analysis of Bridgestone products through tests and checks on customers and users. Verification of the performance of competing products by means of comparative tests. Management all aspects related to field test for prototype tire, fleet selection, tire mounting, tire inspection, relationship with fleets and company departments, reporting. To provide support to R&D running scrap surveys and dedicated reports. Technical support through technical courses and theoretical and practical performances. Courses to clients and colleagues. Technical support for sales and marketing depts. during presentations and events organized for customers and users. Communication To liaise with the Lead Field Engineer & Head Field Engineer to discuss field-based technical issues and ensure good communication with Head Office. To report on claim issues and issue specific reports where needed. To issue weekly reports on ongoing activities. To liaise with and support sales force and relevant industry professionals across all product groups. To always ensure that we achieve customer satisfaction. To support Head Office in taking and making telephone calls and responding to emails and faxes, relating to all Bridgestone and Firestone products. To assist in providing correct and relevant technical information to internal and external customers, while protecting and promoting the product. To support your colleagues in the Technical Team and other departments. Requirements Education: Diploma or Degree. Professional experience: Experience with the role of After-sales Specialist/Account; Technical Specialist for at least 2 years. Automotive industry will be a plus. Great communication skills and being able to provide excellent customer service. Good IT skills e.g. PowerPoint, Excel, Word. Good knowledge of tyres (will be a plus). Clear attention to detail on all aspects of reporting. Time Management abilities. Have an attitude for problem-solving and an analytical approach. Team player. Languages: Italian native / English fluent. Residence required in Campania, Calabria, Puglia or Basilicata. #J-18808-Ljbffr
