Customer Care Representative

Tecnopool is a global leader in the design, manufacturing, and installation of industrial food processing systems, with operations in over 80 countries. Our advanced and customizable technologies serve diverse segments in the food industry, from bakery to ready meals, meat, and seafood — anywhere thermal processing from -40°C to +300°C is required.

Driven by innovation, we are constantly investing in R&D to support our customers in meeting evolving industry needs and developing high-performance systems tailored to the market.

Position Summary:

The Customer Service Representative (CSR) will provide exceptional support to customers, handling post-sales inquiries, coordinating technical services requests and new equipment installation activities, and ensuring a high standard of customer satisfaction. Reporting directly to the After-Sales Manager, the CSR will act as a key point of contact for customers, ensuring that their needs are met efficiently and effectively.

Key Responsibilities:

Customer Support and Issue Resolution

- Manage customer requests related to technical support (Hotline)

- Coordinate field services team for on-site activities for new equipment installations

- Offer both remote and on-site support to customers, ensuring a personalized approach

- Organize, supervise or directly carry out technical interventions as a field specialist

- Gather customer feedback to continuously improve products and services, collaborating with other business areas

Quality Monitoring and Analysis

- Manage customer complaints and resolve them in a timely and efficient manner.

- Conduct analysis and generate reports on product/service quality, identifying improvement need/opportunities

Technical and Pre-Sales Support

- Provide technical support to the Sales Office during the pre-sales phase

- Use of the company CRM, maintaining accurate customer data and service records

Key Requirements:

Education:

- Diploma or Degree in a technical field.

Experience:

- 2-3 years of experience in Customer Service within the industrial or manufacturing sector, ideally in a project-based production environment

- Proven experience in handling customer interactions and technical issue resolution

Skills and Competencies:

- Excellent problem-solving and relationship management skills

- Strong communication abilities, with proficiency in English (a second language is a plus)

- Solid knowledge of CRM systems and technical troubleshooting

- Customer-focused mindset with a proactive approach to resolving issues

Reporting To:

After-Sales Manager.