Technical Support & Key Account Manager

Iveco Group; Torino; In loco; EUR 30.000 - 50.000; Tempo pieno

Descrizione del lavoro

A leading motor vehicle manufacturer is seeking a Customer Service expert to act as the technical reference for the Africa and Middle East region. The role involves leading the technical help desk team, providing advanced support to dealers and key accounts, and ensuring service readiness. Candidates should have a mechanical engineering qualification, be fluent in Italian and English, and have strong knowledge of truck aftersales operations. This full-time position offers an entry-level role in a dynamic environment.

Competenze

• Fluency in Italian and English mandatory; French and Arabic are a plus.
• Strong knowledge of truck aftersales operations and product electronics.
• Experience with ECU programming and electronic systems.
• Workshop experience is highly appreciated.

Mansioni

• Act as the AME Technical Expert Centre for the Trucks product range.
• Support technical matters for AME customers.
• Lead the Level 2 Technical Help Desk team.
• Provide advanced technical support to dealers and key accounts.
• Manage electronics-related requests for vehicles.
• Ensure dealer network service readiness.

Conoscenze

Fluency in Italian

Fluency in English

Truck aftersales operations knowledge

ECU programming

Team management

Customer relationship handling

Formazione

Qualification in mechanical engineering or related field

Strumenti

MS Office

Diagnostic platforms

eTIM

IWD

RSS

Power

Descrizione del lavoro

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You will act as the technical and operational reference for the Africa and Middle East - AME region, combining deep product expertise with direct support to key accounts. You’ll lead a team of specialists, ensure service readiness, and work closely with strategic customers to deliver tailored solutions and exceptional service experiences.

Responsibilities

• Act as the AME Technical Expert Centre (TEC) for the Trucks product range.
• Support the AME Customer & Product Support Manager and Service Zone Managers on all technical matters.
• Lead and coordinate the Level 2 Technical Help Desk (THD) team, ensuring timely and accurate resolution of ASiST tickets.
• Provide advanced technical support to dealers, importers, and key accounts, including issue diagnosis, repair solutions, and spare parts identification.
• Manage all electronics-related requests (ECU programming, retrofits, configuration changes) for CBU and CKD vehicles.
• Oversee the recharge process for diagnostic tool credits across the dealer network.
• Escalate unresolved technical issues to Quality Level 3 and ensure continuous follow-up.
• Liaise with the Quality Department to report and monitor critical product issues in the AME region.
• Support the implementation of Product Improvement Programs (PIPs) in collaboration with Area Technical Service Managers.
• Ensure dealer network service readiness by securing availability of technical documentation, special tools, and diagnostic equipment.
• Act as a key trainer and reference point for diagnostic tools and systems.
• Act as Key Account Manager for strategic customers in the AME region, providing direct technical and operational support.
• Coordinate with internal stakeholders (Sales, Quality, Engineering, Parts) to ensure alignment on customer needs and expectations.
• Monitor and improve service performance for key accounts, ensuring high levels of satisfaction and long-term partnerships.
• Support the preparation and execution of technical aspects in tenders and fleet deals.

What We’re Looking For

• Qualification in mechanical engineering or a related technical field.
• Fluency in Italian and English (mandatory); French, and Arabic are a plus.
• Strong knowledge of truck aftersales operations and product electronics.
• Experience with ECU programming and electronic systems.
• Proficiency in MS Office and diagnostic platforms.
• Experience in team management and customer relationship handling.
• Workshop experience is highly appreciated.

Preferred Tools & Systems

• eTIM (technical literature)
• IWD (diagnostic tool management)
• RSS (Teleservices)
• Power (parts catalogue)
• Strong leadership and team coordination skills
• Self-motivated with excellent planning and organizational abilities
• Customer-focused with excellent interpersonal and communication skills
• Proactive, autonomous, and solution-oriented
• Willingness to travel across the AME region
• Strong relationship management and negotiation skills with key customers

Seniority level

• Entry level

Employment type

• Full-time

Job function

• Customer Service

Industries

• Motor Vehicle Manufacturing