About Baoli EMEA
Baoli EMEA is part of the KION Group, a leading global supplier of intralogistics trucks and services, as well as automation and supply chain solutions. Baoli EMEA provides affordable forklifts, warehouse equipment, and spare parts through a sales and service network, primarily serving customers in Europe, the Middle East, and Africa. We are currently expanding our central after-sales and technical support team for the Iberian market, aiming to deliver best-in-class product support to our network partners.
Role and Responsibilities
Technical Support (Remote and On-site): * Provide 1st and 2nd level remote support to our dealer network in Spain and Portugal. * Troubleshoot and perform on-site repairs of Baoli forklifts with dealers in challenging cases. * Assist the dealer network in navigating catalogs, identifying parts, and ordering correct spare parts. * Ensure adequate product support in Iberia and work on measures to improve it.
After-Sales Quality Management: * Collect and evaluate product feedback. * Document and communicate quality issues and align necessary solutions. * Organize, conduct, and follow up on field actions in IBERIA. * Review warranty claims from the dealer network. * Safeguard compliance with technical standards in collaboration with our factory and network partners.
Training and Process Development: * Actively cultivate relationships with our network partners. * Monitor product support levels within the Baoli network, identify improvements, and train our organization to enhance overall product technical support (e.g., diagnostics). * Assess training needs, prepare materials, and conduct training sessions. * Implement new products and projects technically. * Manage continuous process improvement. * Provide feedback to our internal suppliers to improve our overall service level.
Qualifications and Experience
- Higher education in Technical or Engineering (preferably mechanical or electrical) or 4 years of previous experience in a similar position.
- Previous experience in the forklift industry and customer contact is required.
- Ability to participate in conversations in English and Spanish (oral and/or written) with relative complexity within a professional work environment.
- Knowledge of Portuguese is a plus.
Skills and Competencies:
- Analytical mindset.
- Organization.
- Proactivity.
- Problem-solving.
- Communication skills.
- Customer orientation.
What we offer:
- Opportunity to be part of a growing company within the KION Group.
- Contribute to improving product support and customer satisfaction in the Iberian market.
- Develop training programs and processes.
- Work with a network of partners and internal teams to enhance service levels.
