Tool Service Local Process Expert & Customer Representative at Hilti Group

About the job
Reference No: WD-0005647

What's the role?

• This is a dual role of both a Customer Service Representative and a Local Process Expert for our Tool Service Center. As our Local Process Expert, you will contribute to the continuous review and improvement of our Tool Service Operations by developing and searching for new best-practices and process standards to drive efficiency and improve the customer experience. As our Customer Tool Service Representative, you will always offer an exceptional level of customer service to queries related to our tool repair service.

Who is Hilti?

• If you’re new to the industry, you might not have heard of us. We provide leading-edge tools, technologies, software and services for the global construction sector. We have a proud heritage, built over 75 years, and a worldwide reputation for pioneering products and exceptional service.
• With 30,000 people in more than 120 countries, which we’re looking to expand, we’re a great place for you to show us your worth, step up to new challenges and grow your career.

What does the role involve?

• As the Local Process Expert for our tool service operations, you will lead LEAN topics and manage local projects along the Value Chain to deliver performance improvements and trigger implementation, and you will develop, maintain and conduct training programs and knowledge management to develop skills and facilitate experience across with all stakeholders (e.g. sales, logistics, BU, MO) and strive for the best solution for the Hilti value chain.
• You will leverage the Regional Process community to generate new ideas to export and import the best process practices and to ensure efficient end-to-end process flow, as well as proactively identify continuous improvements and new initiatives for the tool service operations, and be responsible the implementation of the end-to-end repair service process.
• In addition, as a Tool Service Center Customer Representative, you will be responsible all inbound and outbound customer and team member calls relating to tool repair service and take an active role in resolving customer challenges. You will ensure quotations are processed in a timely manner, and follow-up with customers on approvals for the repair of their tools or potential trade-ins, based on the provided.
• You would be joining a company ranked as a Top Employer, making Hilti a great place to work.

What do we offer?

• We’ll give you the necessary resources you need to excel in your role, including one-on-one coaching, and a complete support network to help you day to day. We’ll offer you opportunities to move around the business – to work abroad, experience different job functions and tackle different markets.
• Hilti will put their trust in you, giving you ample opportunity and freedom to grow and develop. What we want in return is someone who will not only go the extra mile, but also be the right culture fit, someone who will embrace change, and someone with the talent to move the business forward in their field of work. Additionally, we offer you a competitive salary as part of our employee value proposition.

Why should you apply?

• Year upon year we are recognized as one of the Top Employers, both globally and locally. And when you meet us you'll understand why. We have a diverse team of people with a variety of nationalities, backgrounds and experiences. Success at Hilti is down to teamwork and ability, no matter what your background.

What You Need Is

• Degree in Mechanical, Electrical, or Industrial engineering or in Business Management
• Minimum 3 years Technical Customer Service experience
• Previous experience in Production, Manufacturing or Process management
• Experience with Lean or Kaizen
• Microsoft Office Skills
• Excellent written, verbal, and presentation skills
• High level of motivation, very strong customer focus, and a continuous improvement mentality
• Strong technical, and customer relationship management skills

Please note, the preselection questions are mandatory and all of them must be answered for us to consider you as a potential candidate. We look forward to receiving your application!

Closing date: 19 May 2021