Technical Support & Training Instructor Iberia - Baoli

Baoli Emea Technical Support Role

Baoli EMEA is a company of the KION group, one of the world's largest providers of intralogistics trucks and services, as well as automation and supply chain solutions. Baoli EMEA provides forklift trucks, warehouse equipment, and spare parts at affordable prices through a sales and service network to customers primarily in Europe, the Middle East, and Africa. In this growing market segment, Baoli EMEA is currently improving its central aftersales team and technical support for the Iberian market. Our goal is to provide the best product support of its kind to our network partners.

Tasks And Qualifications

Main Functions And Responsibilities:

Technical support (remote and on-site):

• Provide remote first and second level support to our distributor network in Spain and Portugal.
• In difficult cases: Problem solving and on-site repair of Baoli forklifts with distributors.
• Assist the distributor network in navigating catalogs, identifying parts, and ordering correct replacement parts.
• Ensure adequate product support in Iberia and work on measures to improve it in the future.

Aftersales Quality Management:

• Collect and evaluate product feedback.
• Document and communicate quality issues and align necessary solutions.
• Organize, direct, and follow up on field actions in Iberia.
• Review warranty claims from the distributor network.
• Safeguard compliance with technical standards in collaboration with our factory and network partners.

Training And Process Development:

• Actively cultivate relationships with our network partners.
• Monitor the product support level within the Baoli network, identify improvements, and train our organization to enhance overall technical product support (e.g., diagnostics).
• Evaluate training needs, prepare material, and conduct training.
• Technical implementation of new products and projects.
• Manage continuous process improvement.
• Provide feedback to our internal suppliers to improve our overall service level.

Education, Knowledge & Experience:

Higher technical or engineering education (preferably mechanical or electrical) or four years of prior experience in a similar position is required. Previous experience in the forklift sector and customer contact is required. Ability to participate in conversations in English and Spanish (oral and/or written) with relative complexity within the professional work environment is required. Knowledge of Portuguese is desirable.

Competencies & Skills:

• Analytical mindset.
• Organization.
• Proactivity.
• Problem-solving.
• Communication skills.
• Customer orientation.