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Technical Support Officer

Location: 

Sint-Niklaas, BE

Context

Etex Group is an international building materials specialist: We want to inspire people around the world to build living spaces that are ever more safe, sustainable, smart, and beautiful.

 

Headquartered in Belgium, since 1905, we are a family-owned company with over 13.000 employees globally. We operate in more than 100 production sites in 42 countries and generate a turnover of more than 3 billion euros. Working as one team, we foster a collaborative and caring culture, a pioneering spirit and a passion to always do better for our customers.

 

Etex Industry, active in over 20 countries, is a worldwide operating business unit of Etex Group specialising in thermal and acoustic insulation and passive fire protection in a wide range of industrial fields, such as Oil & gas, Energy, Transport, Marine and Heavy Industry.

What will you do?

The challenge of the role within Etex Industry is to support the technical support team on a daily basis with prioritizing and planning the technical support towards the customers with an exceptional customer satisfaction as a result. It documents and reports the performances of the platform and actively initiates proposals to reach constantly a higher level and implement these on the basis of projects (60%).

The role also supports the securing of learning and development within Etex Industry, by developing training programs and manage our internal Learning & Management System (40%).

 

More in detail:

  • Coordination of the workload of technical competence pools within the Technical Platform, prioritize the workload on a daily basis and spread the workload over the department, with the use of ONE CRM (SalesForce). The result is a smooth flow of delivering answers to the most relevant technical service requests within the agreed timeframes.
  • Analysing the data in ONE CRM, reporting to management and proposing actions to increase the efficiency of the technical service flow (like processes, SLA, resources, …).
  • Project Management related to improved technical customer journeys like for example delivering digital tools, new processes, SLA’s, market analyses, ensure the successful delivery of projects on time, budget and scope.
  • As L&D officer in the Etex Industry training offering, you continue to build on an academy in an organization where “learning” is one of the key pillars. You help to offer a continuous range of training in the Etex Industry training pillar and ensure that all training meets the highest standards and supports the Etex values.

Who are you?

In hiring new employees, we look for people who are also inspired by our mission and who would fit in well with the collaborative and entrepreneurial spirit of the company culture.

More in detail:

  • Ideally you have a Master degree or equal by experience
  • You would be eager to be part of projects involving innovation and problem solving
  • You are in ease with verbal and written communication, and are able to present in front of an experienced audience
  • You are open-minded, enthusiast, honest, positive, analytical and a Digital Native. 
  • You have experience in project management
  • You master multiple languages, with English as the most important one;
  • You demonstrate a flexible approach and ability to actively listen in order to meet customers’ expectations
  • You are flexible with your work hours and you are willing to travel whenever needed. You will spend an average of 1 week per month abroad.
  • You do not need to come from the construction industry but are familiar with B2B markets
  • You will enjoy our workplace flexibility; you can work from home, or at the customers, no need to come to our offices every day.

What we offer:

We offer a job full of variety with challenges and responsibilities in different fields. All this at a competitive salary with an interesting package of fringe benefits, within a dynamic team in a growing International company. You will be based in the Headquarters of Etex Industry in Sint-Niklaas, Belgium.