France Customer Repair Coordinator

<p> </p> <p> </p> <p><span><span>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.  </span></span></p> <p> </p> <p> </p> <p><b><span><span>Scope </span></span></b></p> <p> </p> <p><span><span><span>Reporting to the France Repair Manager, your main role is to ensure repair SLA &amp; services on the customer scope. </span></span></span></p> <p><span><span><span>You have many interactions with Ingenico French Customers, Ingenico France Sales and Poland Repair team. </span></span></span></p> <p> </p> <p><b><span><span>Responsibilities</span></span></b></p> <p> </p> <p> </p> <ul> <li><span><span><span><span><span><span>Responsible to manage Software package by creating, updating, configuring, and removing software packages, as well as ensuring that dependencies and versions are managed correctly across different environments.</span></span></span></span></span></span></li> <li><span><span><span><span><span><span>Lead weekly call with customers to review SLA &amp; quality indicators, management of complaints and ongoing actions.</span></span></span></span></span></span></li> <li><span><span><span><span><span><span>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.</span></span></span></span></span></span></li> <li><span><span><span><span><span><span>Ensure any customer performance queries are dealt with in a timely manner and to their satisfaction.</span></span></span></span></span></span></li> <li><span><span><span><span><span><span>Ensure to meet the customer SLA (95% of repair made within 14 days) &amp; backlog level is stable. </span></span></span></span></span></span></li> <li><span><span><span><span><span><span>Collaborate proactively and co-ordinate with internal stakeholders like Sales, Operations and Logistics teams aiming for customer satisfaction and on-time delivery</span></span></span></span></span></span></li> <li><span><span><span><span><span><span>Communicate with customers through various channels, including phone, online video calls and email with support of IRP Repair system / Customer Portal.</span></span></span></span></span></span></li> <li><span><span><span><span><span><span>Participate to improvement projects for all EMEA entities</span></span></span></span></span></span></li> </ul> <p> </p> <p><b><span><span>Profile </span></span></b></p> <p> </p> <p><span><span>You hold a M<span>anagement master’s degree / Engineering degree and have at least 5 years of experience on a similar role. You speak both French and English at a good level</span></span></span></p> <p> </p> <p><span><span><b><u><span>Important skills</span></u></b><span><b> </b>: </span></span></span></p> <ul> <li><span><span><span>Excellent communication (written and verbal)</span></span></span></li> <li><span><span><span>Good time management – ability to prioritise and multitask</span></span></span></li> <li><span><span><span>Ability to work well within your team and autonomously</span></span></span></li> <li><span><span><span>Ability to be proactive and take initiative</span></span></span></li> <li><span><span><span>Good knowledge of Microsoft Excel and a good working knowledge of all other Office365 applications</span></span></span></li> <li><span><span><span>Ability to work within and adapt to a fast moving, changing and digital environment</span></span></span></li> <li><span><span><span>Autonomous, problem solving, excellent communication</span></span></span></li> <li><span><span><span>Customer centrix approach</span></span></span></li> <li><span><span><span>Ability to be assertive and communicate effectively</span></span></span></li> <li><span><span><span>Ability to work on your own initiative to demanding timescales</span></span></span></li> </ul>   <p><span><span> </span></span></p> <p> </p> <p><span><span>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 disabili