Aliaxis is one of the world's leading providers of advanced plastic piping systems, valves and fittings. We are present all over the world in more than 40 countries and more than 15.000 people, with 100 production and distribution units. Our mission is to shape a better tomorrow by connecting people with water and energy.
In Italy we are present with more than 700 people and 5 production sites. With our main local brands FIP, REDI, ASTORE, ISEA and LARETER, we make products for the building, infrastructure, industry, and agriculture sectors.
We offer a role as Technical Support Manager, who will report to the Marketing Director Italy and could be based in our plant in Casella (GE) or in Zola Predosa (BO). This figure will manage technical support on pre-sales and after-sales assistance to both sales team (Domestic and Export) and Customer side, meeting the service level expected by the market and guaranteeing quality service levels in accordance with Aliaxis standards. The candidate will be responsible to coordinate and guide the Technical Support team at Italy level, and will work in close collaboration with Marketing and Sales departments.
Key Responsibilities:
- Develop and analyze KPI and statistic related to quality (from claim management) and service level (from tech. support to Domestic and Export sales) to determine present standard and establish a target product quality and service level.
- Plan and coordinate assistance activities to sales team (Domestic and Export) in terms of product identification and technical solutions proposal, analyzing and reporting the project feedback to Marketing department.
- Plan and coordinate assistance to End-Customer and distributor on questions related to chemical resistance, certification, application and products identification.
- Provide support in issuing quotation to Domestic amp; Export customers on request.
- Provide amp; coordinate after-sales assistance to Customer in terms of operation and maintenance consultancy or on-site visits.
- Coordinate internal departments in case of project order, for the emission of relevant project documentation (manufacturer record book, quality documents, and drawings), manage site Customer inspection and assure that the products meets Customer specification.
- Plan and coordinate claim management activities that include goods return management, technical analysis for investigation and technical report emission.
- In case of Loss refund request, manage the relationship with Insurance company, Group legal and Insurance and Financial department for budget allocation.
- Indentify continuous improvement solutions focused on products, documentation and services and discuss them with production and quality department, making a follow up on their implementation.
- Manage and develop online tools for technical support to the End User (ie. Chemical resistance guide).
- Manage the activity and related operational personnel of Friamat welding machine center.
- Perform communication on near miss and hazardous situation detected during the activities performed in production areas (ie. laboratories).
Requirements
- Technical graduation (engineering).
- Advanced Office automation.
- Fluent English.
- Knowledge of KPI and statistics (quality and internal sales related).
- Product, accessories and applications complete knowledge (preferred).
- Project management skills.
- Continuous improvement approach.
- Basic sales skills.