Ingenico is the global leader in payments acceptance solutions. As the trusted technology partner for merchants, banks, acquirers, ISVs, payment aggregators and fintech customers our world-class terminals, solutions and services enable the global ecosystem of payments acceptance. With 40 years of experience, innovation is integral to Ingenico’s approach and culture, inspiring our large and diverse community of experts who anticipate and help shape the evolution of commerce worldwide. At Ingenico, trust and sustainability are at the heart of everything we do.

Job summary

Main goal of the role is to ensure repair SLA & services on the customer scope.

Key responsibilities

· Responsible to manage Customer SLA 95% by dealing repair and customer priorities, support parts hold deliveries with Ingenico and Reconext supply team and manage backlog level

· Responsible of following up Eng Holds from Repair and share estimated time of repair to customer

· Lead weekly call with customers to review SLA & quality indicators, management of complaints and ongoing actions.

· Handle quality claims: Responsible for creating, communicating and tracking complaints from customers, distributors or resellers, related to defective repairs, product failures or unsatisfactory services. Validating the legitimacy of complaints by reviewing repair history, product warranties, and service records.

· Ensure any customer performance queries are dealt with in a timely manner and to their satisfaction.

· Collaborate proactively and co-ordinate with internal stakeholders like Sales, Operations and Logistics teams aiming for customer satisfaction and on-time delivery

· Communicate with customers through various channels, including phone, online video calls and email with support of IRP Repair system / Customer Portal.

· Participate to improvement projects for all EMEA entities

Profile

You have a Management master’s degree / Engineering degree and 5 years in similar role

Competencies:

· Fluent French is a must

· English at good level

· Good knowledge of Microsoft Excel and a good working knowledge of all other Office365 applications

· Ability to work within and adapt to a fast moving, changing and digital environment

· Autonomous, problem solving, excellent communication

· Be customer-driven

· Ability to be assertive and communicate effectively

· Ability to work on your own initiative to demanding timescales

· Excellent communication (written and verbal)

· Good time management – ability to prioritise and multitask

· Ability to work well within your team and autonomously

· Ability to be proactive and take initiative

As part of our values, we embrace diversity and inclusion at Ingenico. We are an equal opportunity employer and do not discriminate on the basis of an individual's race, national origin, color, gender, gender identity, gender expression, sexual orientation, religion, age, disability, marital status or any other protected characteristic under applicable law, whether actual or perceived.

Ingenico welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

We want to adapt our processes and create a safe work environment that welcomes everyone.

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