**Job Summary**
- This role is responsible for Parts management and Return part process within Latin-America region collaborating with Print Indigo business and various teams to resolve most common issues ensuring customer satisfaction and seamless service experience.
The role involves efficient handling of customer inquiries through multiple channels, meticulous tracking of open tickets, and diagnosing root causes for prompt resolutions. The role includes interacting with customers and contributing to department goals through recommendations for efficiency improvements.
**Responsibilities**
- Responsible for Ultimate Time Kits Administration for Indigo presses with LATAM Customers.
- Point of contact on end-to-end process for Returns parts in Latin-America region.
- Keeps meticulous track of open tickets under QAD, SNOW and various systems ensuring timely resolutions across the organization, and proactively communicating progress.
- Assumes responsibility for handling open service requests, implementing effective fixes, and meticulously documenting cases for escalation.
- Diagnoses the root causes of failures to facilitate prompt resolutions and maintains detailed records for future reference.
- Addresses customers' technical issues, including but not limited to product compatibility and configuration, support entitlements and validation, invoice and shipping inquiries, electronic support troubleshooting, and product availability.
- Interacts effectively with customers, company sales, and service representatives, addressing a wide range of pre-sales and post-sales inquiries.
- Assists in achieving department goals and actively contributes by making recommendations to management to improve efficiency and effectiveness.
- Develops conclusions, recommendations, and written reports, contributing proactively through research and data analysis support, and sharing knowledge to foster a knowledge management culture.
Collaborates directly with technical support engineers, quality analysts, and sales staff to promptly resolve customer issues, fostering a cohesive team approach.
**Education & Experience** Recommended**
- Bachelor or master´s degree in Finance, Administration, business, Communication, Computer science or any other related discipline or commensurate work experience or demonstrated competence.
- **Advanced** English language skills, knowledge of additional languages will be a plus
- Good communication, negotiation, and conflict resolution skills.
- Ability to build relationship across teams and cultures
- Typically has 1-3 years of work experience, preferably in customer support or a related field or an advanced degree with work experience.
- Experience with systems such as QAD, SNOW, HP Now, preferable.
**Cross-Org Skills**
- Effective Communication
- Results Orientation
- Learning Agility
- Digital Fluency
- Customer Centricity
