Offer summary

Qualifications:

Bachelor’s degree in Engineering or equivalent work experience., Strong oral and written communication skills in English and German; knowledge of French or Spanish is a plus., Technical background with experience in manufactured or engineered products, including familiarity with drawings and quality programs., Proficient in Word, Excel, PowerPoint, and quick to learn new software tools..

Key responsabilities:

Serve as the primary contact for global customers regarding Waygate Technologies products.

Collaborate with RSCA teams across Europe, America, and China to manage case backlogs and ensure timely resolutions.

Maintain clear documentation of all customer communications and monitor progress on issues/queries.

Communicate proactively with customers and leadership to identify needs for additional support and improve service delivery.

Job description

As the Remote Service Customer Advocate (RSCA) you are the first contact for our global customers on questions and issues related to all Waygate Technologies products.
Daily priorities will be set by the Waygate Global Remote Service Leader. In this role, you will follow defined tools, processes/guidelines and escalation paths, meet day-to-day short-term objectives, and have the ability to resolve issues/queries through immediate action or short-term planning.

Partner with the Best

As a Remote Service Customer Advocate (RSCA) you will be responsible for:

Partnering with other RSCA within Europe, America and China to manage the RS case backlog.
Acting as the single point of contact to the customer for timely and satisfactory resolution of a wide variety of issues/queries
Following up the issues/queries with the different departments until final resolution/answer and customer satisfaction
Working very closely and globally with the Remote Service team, Field Service and all other involved/required teams to ensure best and timely manner resolution and/or follow/coordinate established escalation paths to support appropriately
Building strong relationship with the different internal teams and the customers
Pro-actively and reactive communication to customers on progress, next steps, changes, requirements…
Ensuring proper and clear documentation of all communications from and to customers also all relevant details for the customers and their issues/queries.
Effectively handle queries from the global customers and be knowledgeable of and sensitive to business, social and cultural issues significant to the customers
Monitoring and report metrics and progress.
Proactively communicate to leadership where additional support is needed to obtain faster and better resolutions for customers
Pulling reports on various topics, sharing with others, pointing out gaps/errors in data, placing for improvement, etc.
Supporting Channel Partner Service Provider program requirements.
Owning cases as required.

Follow your Passion

Bachelor’s degree in Engineering with experience in a technical supporting role or equivalent work experience

Strong oral and written communication skills (English and German required). Additional languages of French or Spanish are helpful.
Technical background working with manufactured and/or engineered products. Experience with drawings, bills of materials, and quality programs a must.
Strong skills in Word, Excel, Powerpoint and adept at learning new software tools.
Strong interpersonal skills, team oriented with willingness to work remotely in a global team.

Applications from people with disabilities are welcome. Applicants with a disability are given preferential consideration in the case of equal qualifications.

Required profile