Hotline Manager Les Ulis
Who we are. What we do.
We are Bystronic – a global technology company passionate about creating an impact for a sustainable future with sheet metal and beyond.
We want to work with people who support us in creating innovative solutions to move our industry forward. Our focus is on automating the complete material and data flow of the laser cutting and bending process chain.
In a nutshell
As a Hotline Manager, you will take on the exciting challenge of leading the team that delivers exceptional and top-notch technical support to our customers based in France.
What drives this department
The Service Department is a trusted partner to our clients worldwide. We put our customers first, aspire to truly understand their priorities, and then apply cutting-edge solutions to meet these needs. Our Service team of dedicated and passionate professionals wants to create an outstanding customer experience.
What you will be doing
- Lead and foster the Bystronic culture and values. Create a positive and inclusive working environment for all team members.
- Lead a team of experienced Hotliners locally.
- Help to grow hotline team and onboard new hotliners with good planning.
- Skill up hotline team with new technologies
- High Collaboration within team to ensure all customers are correctly prioritized, planned and served.
- Maintain effective handling of customer litigation cases and service recovery.
- Assign and monitor daily tasks, ensuring the team handles calls efficiently and within performance standards.
- Handle escalated calls and resolve complex customer issues.
- Prepare and review performance reports and provide feedback to Hotliners on areas of improvement.
- Ensure all team members follow company guidelines and policies while dealing with customers.
- Act as the point of contact for escalated customer inquiries or complaints.
- Collaborate with other departments such as field, sales, or product teams to resolve complex customer issues.
- Ensure seamless communication between team members and other departments.
Your education & experience
- Mechanical/Electrical educational background
- Significant experience in a service environment, ideally with 3+ years of management experience directing multiple service professionals.
- Experience in the bending or laser-cutting machinery sector is not just valuable, it's a key advantage.
What you need to succeed
- Ability to motivate and manage a team in a fast-paced environment.
- Ability to plan effectivity but also to react efficiently and decisively to changing circumstances.
- Customer Focus: Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in service delivery; acts with customers in mind
- Proficient in using CRM tools, call center software, and Microsoft Office Suite.
- Ability to handle stressful situations and manage conflicts effectively.
What’s in it for you
- A dynamic and inclusive work environment.
- Opportunities for professional growth and development.
- Competitive compensation and benefits package.
People power our purpose
Imagine working in an environment that helps move the company to the next level, where your passion, values, and skills are integral to impacting the sheet metal industry and beyond. At Bystronic, this can become your reality. Our people are the edge to drive and nurture our ambitions and continued success. Together we have created a culture where our people are central, inspiring us to make decisions that best serve them and are aligned with our purpose.
As much as we are in a technology business, human beings drive real change.
Interested?
Does this versatile challenge appeal to you? Then we look forward to getting to know you! You can submit your application on our platform with just a few clicks.
We look forward to receiving your online application