Role Overview

Maximize first-contact resolution (FCR), reducing the need for follow-up contacts and increasing customer satisfaction through qualified technical support: perform accurate diagnosis of issues, provide clear and concise guidance to customers, and resolve problems remotely whenever possible without the need for field intervention.
Ensure service orders are opened with correct diagnosis and proper routing by performing technical analysis of requests, collecting complete information from customers, and recording problem details in a structured and accurate manner for field execution.
Support correct execution of field technical services and reduce installation and maintenance errors by providing remote assistance to service providers during installations and maintenance, offering technical guidance on procedures and resolving operational questions.
Ensure the reliability of technical assistance data for analysis and decision-making by validating the completion of technical reports prepared by service providers and accurately recording information from service interactions.
Provide consistent and well-structured technical responses for customer complaint handling by analyzing available information, service history, and technical data; support and lead technical evaluation in the field and consolidate findings into clear, well-founded technical reports.
Raise the technical level of the support team and improve overall service quality by sharing best practices, assisting colleagues with technical questions, and contributing to the creation and updating of support materials.
Support operational improvement and the reduction of recurring issues by identifying failure patterns, reporting recurring problems, and suggesting improvements to processes, products, or solutions.

Requirements

Currently enrolled in a Bachelor's degree program
Technical qualification in Mechanical, Electronic/Electrical, Mechatronics, Automotive, Telecommunications, or related fields

Benefits

Commuting allowance and shuttle reimbursement
Meal and/or food allowance
Multi-benefit card
Health and dental insurance
Profit-sharing
Childcare assistance
Extended parental leave
Life insurance
Gympass membership
Payroll-deductible loan
Employee stock purchase plan
Birthday day off
Discount partnerships with partner companies (language schools, universities)
Discounts on Michelin tire purchases
Annual flu vaccination campaign
Mental health promotion program
Learning and development platform

MICHELIN Connected Fleet

Open Positions (1)

Customer Service

Operational Support Technician