Founded in 1885, Haulotte is a French group with over a century of expertise, specializing in the design, assembly, and distribution of aerial work platforms (AWP). As a mid-sized company with a global ecosystem, Haulotte operates in 21 countries and generates over 80% of its sales internationally. Through reliable, high-quality products, Haulotte has established itself as a leading provider of safe lifting solutions, offering a unique and high-value user experience.

The Role

Reporting to the Service Manager, you will hold a strategic steering and coordination position within the Customer Service department.

Your mission is to lead all technical support, mobile technician operations, and technical customer relationship management. Your objective is to ensure high-quality service, customer satisfaction, and the profitability and operational efficiency of service activities, in full alignment with the Group’s Q/C/D/HR/S/E objectives.

Key Missions and Responsibilities

Technical Support & Expertise

• Lead technical support activities (remote diagnostics, hotline, field technical assistance).
• Manage complex technical cases and customer escalations.
• Deploy technical procedures, service bulletins, and best practices across the entire network.
• Contribute to product reliability improvements by analyzing field feedback.
• Support service teams, workshops, and external partners during technical campaigns or product modifications.

Mobile Technician Management & Field Operations

• Organize and coordinate the activities of mobile technicians and authorized service partners.
• Ensure the quality, safety, and compliance of all on-site interventions.
• Manage technician skill development (skills matrix, coaching, follow-up visits) in collaboration with the local trainer.
• Ensure the availability and compliance of technical equipment and periodic inspections.
• Optimize service coverage and resource allocation to maximize operational performance.

Technical Quotes & Customer Relationship Management

• Analyze customer technical needs and propose tailored service solutions.
• Prepare, validate, and follow up on technical quotes (repairs, retrofits, service contracts, updates).
• Manage technical and commercial interactions throughout the service lifecycle.
• Handle complex customer complaints and ensure dispute resolution.
• Contribute to the profitability and financial oversight of service activities.

Management & Continuous Improvement

• Lead and develop technical support teams and mobile technicians.
• Define priorities and drive both collective and individual performance.
• Ensure compliance with health, safety, and regulatory requirements.
• Implement continuous improvement initiatives to optimize operational workflows.

With a higher technical degree, you possess solid expertise in industrial systems maintenance and proven experience in managing technical teams and customer relations.

Technical Skills:

• Multi-domain technical expertise: Mastery of mechanical, hydraulic, electrical, and electronic systems.
• Operational Management: In-depth knowledge of maintenance processes and service profitability drivers.
• Tools: Proficiency in ERP, CRM, and technical diagnostic tools.
• Leadership: Ability to unite field teams and manage external service providers.
• Analysis: Proficiency in complex troubleshooting and root cause analysis.

Soft Skills:

• Natural leadership and a strong ability to engage teams.
• Strong customer orientation and a deep sense of service.
• Decisiveness and the ability to manage complexity and priorities.
• Analytical, structured mindset with excellent communication and negotiation skills.
• Adaptability, resilience, and a culture of continuous improvement.

Ready to elevate your career ?

Joining Haulotte means sharing a commitment to "Take care of people" with our 1.700 employees including colleagues, customers, and suppliers. Our work is guided by our core values: Respect, Commitment, and Performance.