Customer Relationship Technical Specialist

Ingenico is the global leader in payments acceptance solutions. As the trusted technology partner for merchants, banks, acquirers, ISVs, payment aggregators and fintech customers our world-class terminals, solutions and services enable the global ecosystem of payments acceptance. With 40 years of experience, innovation is integral to Ingenico’s approach and culture, inspiring our large and diverse community of experts who anticipate and help shape the evolution of commerce worldwide. At Ingenico, trust and sustainability are at the heart of everything we do.  

Scope

As the Customer Relationship Specialist, you are  responsible for the coordination of our managed services  and contacts with customers according  to Group strategy.

You will have close interactions with the Operation team, the Group Repair and Industrialization team, the Repair and customization centers, the Sales teams, and the Customers.

Main responsibilities

• Managing orders incuding order acceptance & processing, setting up order criteria, changes and cancellations
• Data reporting for invoicing and settlements
• Prepare high quality reporting data and analysis including ARR - AFR - MTBF reporting / analysis
• Work closely with customers, subcontractors and external parties – taking care of quality control according to contractually agreed KPIs and SLAs
• Collaborate with other internal teams, including IT Support
• Be in charge of hardware Training for customers
• Take responsibility for full cycle claim management
• Offer technical support to the local organisation
• Troubleshooting, diagnosis and solving of arising issues as well issue escalation where needed
• Bring support for Customer Portal, TMS , field services and call center

Profile

You have an engineer or technical degree and at least 3 years in a technical position. You have an operational level of English and Polish.

Important skills :

• Knowledge about repair activities
• Experience in data analysis and report generation

• Knowledge of field services and call center organization

• Ability to be assertive and communicate effectively
• Ability to work on your own initiative to demanding timescales

Nice-to-have skills :

• Desirable JIRA knowledge
• SAP knowledge as an option

As part of our values, we embrace diversity and inclusion at Ingenico. We are an equal opportunity employer and do not discriminate on the basis of an individual's race, national origin, color, gender, gender identity, gender expression, sexual orientation, religion, age, disability, marital status or any other protected characteristic under applicable law, whether actual or perceived.

We want to adapt our processes and create a safe work environment that welcomes everyone.

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