Customer Service Operation

Velox, World Leader of mass production direct-to-shape digital Printing High-tech equipment designed for decoration solutions, is seeking a “Technical Leader” for its Customer Service Team.

Customer site locations – Israel, Europe, USA, Canada

Responsibilities:

• Regularly Plan, audits and execute Inventory control in the field at customer sites
• Information Collection, deep Analyze & recommendation setting for improvement on machine performance
• Plans manage, coordinate, and execute Customer Service weekly engineer’s headcount activities
• Management of service calls from the field
• Initiation, implementation and Improvement of tools and process related to customer service
• Resolving logistics service problems and customer complaints
• Follow up, track, and escalate spare parts usage.
• Manage logistics escalation from the field with R&D and other divisions
• Monitor, analyze and initiate on going steps improvement for the Tech support Service Center.
• Be the main focal point for the field in the back office for all Operation Customer Service items
• Analyze statistics and other data to determine the level of customer service provided by Velox
• Developing and implementing service standards and procedures for the service team to improve overall efficiency
• Creating and presenting regular performance reports and dashboards to senior management
• Define and update service spare parts stock, manage and control the spare parts price/cost with the operation team
• Initiate, Manage, improve, sustain Customer Service Reporting Systems
• Improve RMA, repair parts and other technical logistics procedures.
• Customer Service Inventory counting
• Manage the back-office operation aspects
• Maintaining customer relationships and improving response and delivery times
  
  

Working schedule

• Keep Standard work hours during the week as possible
• May require Support Working at night, weekends, holidays based on customer needs
• In some cases, working hours might change based on the customer & Velox needs.
  
  

Requirements:

• B.Sc. in Industrial Engineering / Systems/ Mechanical / Electrical or any similar Engineering fields
• Previous proven Experience related to Customer Service / Manufacturing organization of at least 5 years is mandatory.
• Deep technical understanding – Technical Experience is an advantage
• End to end, high data Analysis skills for Machine performance, parts usage, headcount planning.
• Data System and processes Initiation, development, and Implementation
• Project management skills, from planning to execution
• Customer Service / Manufacturing Logistics handling – Proven
• Proven work experience in an international, multidisciplinary company is an advantage.
• Availability for travel abroad and flexibility working hours – mandatory.
• Excellent English skills both oral and written- mandatory.
• Self-motivated, with ability to work in a team and alone under pressure, team player.
• Performance Data analysis, presentation skills (Excellent Excel capabilities) – Mandatory
• Excellent interpersonal skills, self-learning, well organized and trustworthy.
• Capability to Manage the customer support IT Systems implementation, Operational improvement and BKMs.
  
  

Who are we:

Velox develops and manufactures industrial-grade direct-to shape digital decoration solutions for the rigid container industry. Its proprietary technology, based on uniquely formulated inks and dedicated deposition architecture, introduces an entirely new approach to digital printing that is poised to disrupt the packaging decoration market. Velox’s commercial solutions include industrial-grade digital decorators for mass production of tubes, aerosol cans and beverage cans. They deliver superior decoration quality and capabilities that outstrip the benefits of analog printing solutions, while allowing a more efficient and flexible production process, a low total cost of ownership (TCO), and outstanding sustainability. Velox is powered by an expert team with uniquely wide-ranging experience in digital printing, led by veteran executives with proven success in driving company growth.