Hotliner MBNL

Job ID

45430

Date

27 January 2026

Job Family

After Sales

Type of contract

Permanent

, Permanent

Technicien Support Client / Spécialiste Support Technique (Hotliner)

Rattaché à : Responsable Après-Vente Lieu de travail : Perwez et domicile

Résumé du poste

Le Technicien Support Client pour les machines Manitou & Gehl est le premier point de contact pour les concessionnaires, les entreprises de location et les clients directs. Ce rôle consiste à fournir une expertise de diagnostic à distance et de dépannage pour l’ensemble de la gamme de produits (télescopiques, nacelles élévatrices, chariots élévateurs, chargeuses compactes, etc.). L’objectif est de guider les techniciens sur le terrain afin d’assurer une résolution rapide des pannes et de maximiser la satisfaction client.

Missions et Responsabilités principales

Diagnostic technique à distance et dépannage

Répondre aux demandes de support technique par téléphone, e-mail et via les portails dédiés.
Effectuer des diagnostics à distance détaillés sur des systèmes complexes (mécaniques, électriques, hydrauliques et électroniques).
Guider les techniciens itinérants et les opérateurs dans les procédures de dépannage, l’interprétation des codes d’erreur et l’utilisation des outils de diagnostic.
Utiliser les schémas, manuels de service, catalogues de pièces et données télématiques (machines connectées) pour faciliter les diagnostics.

Informations techniques et conseils

Fournir des conseils précis sur les procédures de réparation, l’étalonnage, les réglages et la maintenance préventive.
Aider à l’identification correcte des pièces de rechange en collaboration avec le département des pièces détachées.
Rechercher et diffuser les informations relatives aux bulletins de service, mises à jour produits et modifications techniques.

Gestion de dossiers et documentation

Consigner avec précision toutes les demandes, étapes de dépannage et solutions dans le système CRM ou de ticketing.
S’assurer que les informations nécessaires aux demandes de garantie sont transmises aux services concernés.
Contribuer à l’amélioration de la base de connaissances technique en documentant de nouvelles solutions.

Collaboration et escalade

Travailler en étroite collaboration avec les services internes (Siège, Ingénierie, Développement produit, Qualité, Garantie) pour résoudre les problèmes récurrents ou complexes.
Escalader les problèmes non résolus vers des experts de niveau supérieur avec une documentation complète.
Maintenir une communication efficace avec les concessionnaires et les clients tout au long du processus de résolution.

Amélioration produit et formation

Identifier et signaler les défauts de conception, de fabrication ou de documentation basés sur les retours du terrain.
Aider au développement et à la révision des manuels de réparation et des supports de formation.
Participer occasionnellement à la formation technique du personnel des concessionnaires ou des équipes internes.

Compétences Requises

Expertise technique (Engins lourds)

Systèmes hydrauliques : Connaissances approfondies des circuits, composants (pompes, valves, vérins) et du dépannage des pannes courantes sur machines lourdes.
Systèmes électriques et électroniques : Compréhension des schémas électriques, capteurs, unités de contrôle moteur (ECU), communication CAN-bus et logiciels de diagnostic (ex: logiciel Manitou).
Systèmes mécaniques : Maîtrise des moteurs diesel/essence, transmissions, systèmes de freinage et de direction, ainsi que de la mécanique des flèches et des châssis.
Outils de diagnostic : Utilisation experte des logiciels et matériels de diagnostic spécifiques à Manitou ou aux engins de chantier.
Lecture de documents techniques : Capacité à interpréter avec précision les schémas hydrauliques, électriques et mécaniques complexes.

Compétences relationnelles et analytiques

Communication : Capacité à expliquer des concepts techniques complexes de manière claire par téléphone à des interlocuteurs de niveaux variés.
Analyse : Esprit critique et raisonnement déductif pour diagnostiquer systématiquement les problèmes à plusieurs niveaux.
Orientation client : Passion pour la résolution de problèmes, patience, empathie et calme face à des clients urgents ou frustrés.
Gestion du temps : Capacité à gérer un volume important d’appels et à prioriser les pannes machines urgentes.

Formation et Expérience

Diplôme : Études en technologie diesel, mécanique d’engins lourds, technologie automobile, électrotechnique ou domaine connexe.
Expérience : Minimum 3 à 5 ans d’expérience pratique en tant que technicien, technicien de maintenance itinérant ou support technique.
Atouts : Certifications industrielles (hydraulique, électricité) et expérience spécifique sur les équipements Manitou.
Langues : Français et néerlandais indispensables.

Klantenservice Medewerker / Technisch ondersteuningsspecialist (helpdesk)

Functietitel:Klantenservice Medewerker / Technisch ondersteuningsspecialist

Rapporterend aan:Manager After-sales Werkplek:Perwez en thuis

Functieomschrijving

De klantenservice technicus van Manitou & Gehl is het eerste aanspreekpunt voor dealers, verhuurbedrijven en directe klanten. In deze rol biedt de technicus expertise op het gebied van diagnose en probleemoplossing op afstand voor het gehele productassortiment (verreikers, hoogwerkers, heftrucks, schrankladers, enz.). Het doel is om technici in het veld te begeleiden om snelle probleemoplossing te garanderen en de klanttevredenheid te maximaliseren.

Belangrijkste taken en verantwoordelijkheden

Technische diagnose en probleemoplossing op afstand

Beantwoord technische ondersteuning verzoeken telefonisch, per e-mail en via speciale portalen.
Voer gedetailleerde diagnoses op afstand uit op complexe systemen (mechanisch, elektrisch, hydraulisch en elektronisch).
Geef veld technici en operators instructies voor het oplossen van problemen, het interpreteren van foutcodes en het gebruik van diagnostische hulpmiddelen.
Gebruik schema’s, service handleidingen, onderdelencatalogi en telematica-gegevens (aangesloten machines) om de diagnose te vergemakkelijken.

Technische informatie en advies

Geef nauwkeurig advies over reparatie procedures, kalibratie, afstellingen en preventief onderhoud.
Help mee met de afdeling reserveonderdelen bij het correct identificeren van onderdelen.
Het doel is om informatie over service bulletins, product updates en technische wijzigingen te zoeken en te verspreiden.

Bestandsbeheer en documentatie

Registreer alle verzoeken, stappen voor probleemoplossing en oplossingen nauwkeurig in het CRM- of ticketsysteem.
Zorg ervoor dat de informatie die nodig is voor garantieclaims wordt doorgegeven aan de relevante afdelingen.
Draag bij aan de verbetering van de technische kennisbasis door nieuwe oplossingen te documenteren.

Samenwerking en escalatie

Nauwe samenwerking met interne afdelingen (hoofdkantoor, engineering, productontwikkeling, kwaliteitscontrole, garantie) om terugkerende of complexe problemen op te lossen.
Escaleer onopgeloste problemen naar experts op een hoger niveau en zorg voor volledige documentatie.
Zorg voor effectieve communicatie met dealers en klanten gedurende het gehele oplossingsproces.

Productverbetering en training

Identificeer en rapporteer ontwerp-, fabricage- of documentatie fouten op basis van feedback uit het werkveld.
Assisteren bij de ontwikkeling en herziening van reparatiehandleidingen en trainingsmateriaal.
Neem zo nu en dan deel aan de technische training van dealer personeel of interne teams.

Vereiste vaardigheden

Technische expertise (zwaar materieel)

Hydraulische systemen:Grondige kennis van circuits, componenten (pompen, kleppen, cilinders) en het oplossen van veelvoorkomende storingen aan zware machines.
Elektrische en elektronische systemen:Kennis van elektrische schema’s, sensoren, motor regelunits (ECU’s), CAN-bus communicatie en diagnosesoftware (bijv. Manitou-software).
Mechanische systemen:Bekwaamheid in diesel-/benzinemotoren, transmissies, rem- en stuursystemen, evenals in de mechanica van gieken en chassis.
Diagnostische hulpmiddelen:Deskundig gebruik van diagnostische software en hardware specifiek voor Manitou of bouwmachines.
Technische documenten lezen:Vermogen om complexe hydraulische, elektrische en mechanische schema’s nauwkeurig te interpreteren.

Interpersoonlijke en analytische vaardigheden

Communicatie:Het vermogen om complexe technische concepten helder en duidelijk telefonisch uit te leggen aan mensen met verschillende kennisniveaus.
Analyse:Kritisch denken en deductief redeneren om problemen op meerdere niveaus systematisch te diagnosticeren.
Oriëntatie Klant:Een passie voor het oplossen van problemen, geduld, empathie en kalmte bij het omgaan met urgente of gefrustreerde klanten.
Tijdmanagement:Vermogen om een groot aantal telefoongesprekken af te handelen en prioriteit te geven aan urgente machinestoringen.

Opleiding en ervaring

Diploma:Studies in dieseltechnologie, mechanica van zware machines, autotechnologie, elektrotechniek of een verwant vakgebied.
Ervaring :Minimaal 3 tot 5 jaar praktijkervaring als technicus, buitendienst technicus of technisch ondersteuner.
Sterke punten:Industriële certificeringen (hydrauliek, elektriciteit) en specifieke ervaring met Manitou-apparatuur.

TALEN: Frans en Nederlands zijn essentieel.

Location(s)

Belgium - Perwez

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Privacy Policy

Information note on data confidentiality in the context of recruitment

In accordance with Regulation (EU) 2016/679 on the protection of personal data, which came into force in the European Union on May 25, 2018, and the French Data Protection Act of January 6, 1978, amended accordingly, Manitou Group, made up of Manitou BF and its subsidiaries, is committed to protecting the rights of individuals.

Protecting your privacy and your personal data is a priority for Manitou Group, and we attach particular importance to this in all our processes. The purpose of this information notice is to inform you about how your personal data is processed during the recruitment process, and about your rights in this respect.

Who are the Data Controllers of your personal information?

Our recruitment site allows you to consult job offers from Manitou Group's various companies and subsidiaries. MANITOU BF and its subsidiaries may process, as Data Controller and under its own responsibility, or jointly, where appropriate by Manitou BF, the data collected once you have submitted your application.

What data about you is collected by Manitou Group?

If you apply for a job with one of the Manitou Group's companies, the personal data processed by these companies may only be that required for recruitment purposes. The main categories of personal data processed are as follows :

your identity, in particular your marital status, postal and email addresses, telephone number, etc.
economic and financial data, such as desired remuneration
your professional experience
your educational background (CV, covering letter, etc.)
your assessment data (results of video interviews, tests, etc.)
images and videos
your references to social networks
your login details, such as user or account, password and connexion logs.

What are the purposes of processing your personal data?

Manitou Group companies may process your data for the following purposes :

Recruitment management:
- Manage your candidate profile, your applications and your exchanges with Manitou Group ;
- Guarantee the selection of applications by checking that your profile matches the positions to be filled ;
- Search for applications for vacancies or recruitment-related events from our recruitment tool or any other source, such as professional social networks.
  
  Note: In order to select the most suitable profiles for the various jobs, we use sorting software based on algorithms that produce automated individual decisions. In this context, you have the right to request the intervention of a human being, to express your point of view regarding the decision and to contest it. To exercise these rights, please refer to the section "What are your rights and how to exercise them?”
Candidate assessment : To determine your professional skills required for the position, you may be asked to take part in assessments, tests and interviews (physical or video).

Candidate access management:
- Secure personal access;
- Error handling support.
Improving the candidate experience: Your personal data may be used to monitor the quality and continuous improvement of our products and services.

Recruitment marketing: Sending candidates communications about potential positions, according to their relevance.

Legal compliance: We use your personal data to comply with our legal obligations, including in response to an authority or court order or a discovery request.

If your application is successful, you may be asked to provide other information relating to your personal data, which will be required to draw up your employment contract with a Manitou Group company.

Why are we authorised to process your personal data?

Manitou Group companies require a lawful basis for processing your personal data. To this end, your personal data is processed in accordance with the following provisions :

Your consent: Your explicit consent is required to process your application in one of the companies or subsidiaries of Manitou Group. It is on the basis of this consent that your personal data is processed.

Compliance with a legal or regulatory obligation: Manitou Group companies process your personal data where required by law, in order to comply with local employment laws and national security regulations.

Who can access your data?

Authorised persons involved in the recruitment process working on behalf of Manitou Group companies and subsidiaries ;

The authorised persons of the Manitou Group's companies and subsidiaries, for the purposes defined in this confidentiality charter ;

IT service providers working on or providing support for our systems ;

The judicial or administrative authorities where this is necessary to comply with the law in force.

Do we transfer your personal data?

The Manitou Group's Data Center is based in France. For some of the services we offer (particularly those accessible via the web), we use specialist partners (considered as subcontractors) who may host data outside France and the European Union. For example, we use partners such as IT service providers, social network providers and marketing agencies.

How long will your personal data be kept?

Your personal data is kept for as long as is necessary for the fulfilment of the purposes, in accordance with legal or regulatory obligations and internal procedures.

In this context, your personal data is processed for a maximum of twelve months after the last use of your candidate account.

In the French companies of Manitou Group, personal data is archived for a maximum of five years after the last use of your candidate account.

In the event of litigation, Manitou Group companies and subsidiaries may retain personal data until the end of legal proceedings.

Security

Given the nature of personal data and the risks involved in processing it, Manitou Group implements technical and organisational security measures to protect the security and confidentiality of the data under our supervision against accidental or deliberate manipulation, loss or destruction, and against access to such data by unauthorised persons.

Our safety procedures are constantly being improved as new technologies emerge.

What are your rights and how can you exercise them?

You have a number of rights regarding the protection of your personal data :

Right to be informed: In order to guarantee fair and transparent processing, you may receive from Manitou Group companies any information concerning the processing of your personal data.

Rights of access and rectification: You have the right to request access to your personal data and to rectify inaccurate data. Under this right of access, you may obtain confirmation as to whether or not your personal data is being processed and, if so, access to it.

Right to erasure: You have the right to obtain the deletion of your personal data in certain cases, such as when the personal data is no longer necessary for the purposes for which it was collected. However, this right to oblivion is limited with regard to the legal and contractual obligations of the companies and subsidiaries of the Manitou Group.

Right to limitation: You have the right to restrict the processing of your personal data by Manitou Group, for example where such processing is unlawful, and to object to it by requesting the deletion of your personal data. In such cases, your personal data will only be processed with your consent or for the exercise or defence of legal claims.

Right to data portability: In compliance with the conditions defined by the law, you have the right to receive the personal data that you have provided to us, in a structured, commonly used computer format, and to transmit it to another Data Controller.

Right to object and withdraw consent: You have the right to object to the processing of your personal data for a legitimate reason at any time. You may also withdraw your consent at any time. However, please note that if you object to the processing of your personal data, we will not be able to process your application.

To exercise these rights, you can contact us by email at the following address, providing proof of your identity : privacy@manitou-group.com.

If you are not satisfied with the answers provided, you have the right to lodge a complaint with a personal data supervisory authority about the processing of your personal data.

For France: www.cnil.fr/en

Changes to this information notice

We may update this notice to reflect changes in our practices and services and to comply with data protection laws and regulations. Where necessary or required, we will inform you by any means and/or seek your consent. We therefore invite you to consult it each time you visit our site so that you are aware of the latest version.