Software & Service Agent

What's the role

To further grow our customer base, it is essential that we offer a high service level and think together with the customer and sales representative to ensure the solution matches the customer needs.

During the lifetime of a contract, a customer as well as a sales representative can face many situations in which he/she needs our support. This can range from activating new Fleet service contracts; to processing and following up on the largest Fleet service orders for our most important customers; to ensuring correct invoicing of our fleet services as well as software subscriptions; and many more.

In each of these interactions, you as a Software & Service Agent play a key role to advice the sales representative and customer to ensure a high service level and turn each interaction into a great customer experience.

Who is Hilti?

At Hilti, we are a passionate global team committed to making construction better. As a trusted partner for productivity, safety, and sustainability, we provide our customers innovative solutions that impact the buildings, roads, and infrastructure people rely on every day.
Hilti is where individuals grow lasting careers by exploring possibilities, maximizing their potential, owning their development, and making a real difference every day.

What does the role involve?

Software & Service Support

• Complete lifecycle management of customers (from the contract signature to termination)
• Reply to customer calls & e-mails to provide support
• Second line support to our Account managers, Area Sales Managers and Service Specialists
• Complaint handling related to software and service contracts
• Miscellaneous administrative tasks and support (e.g. invoicing, contract extensions, etc.)
• Ensure high data quality of our software & services contracts

• Support Sales in Software & Services related processes; actively contribute to improving organizational awareness and competence
• Close collaboration with Customer Success Specialist for our full solution customers
• Close collaboration with Sales force for our Big Fleet deliveries (= larger orders for our top customers) and largest Solution customers (= VIP treatment)
• Build strong relationships with our internal customers, in particular Sales

• You proactively think how to increase customer satisfaction and manage customer expectations
• Your promote and implement customer experience improvement ideas: by taking an active part in improving Software & Service related processes
• You contribute to the continuous improvement of our processes to increase the efficiency and avoid double work in your area of responsibility

At Hilti 80% of our management positions are filled with internal candidates. It’s testament to how much we value, develop and look after our people.

What do we offer?

Show us what you’re made of and we’ll offer you opportunities to move around the business – to work abroad, experience different job functions and tackle different markets. It’s a great way to find the right match for your ambitions and achieve the exciting career you’re after.

We have a very thorough people review process, unlike any we know of in any other business. We screen everyone in the company in a yearly career performance matching process. It means we can pair talent with opportunities - developing our people in their current roles or challenging them to work in new ways or in new places. It’s how we find the right fit and further our teams personally and professionally.

What you need is:

• Previous experience preferably in a customer service-related environment; commercial or technical experience is a plus
• Language skills: French and Dutch are must-haves; English and/or German is a plus
• Hard skills: good knowledge of MS Office (Excel, PowerPoint, Word); SAP and/or Salesforce is a plus

• customer-oriented and accurate in your execution
• able to drive a topic from implementation until result
• able to collaborate with different layers/departments within the organization
• proactive, dynamic and, through your eagerness to learn, contribute to the optimization of processes
• willing to develop and grow further within Hilti

Who should apply?

We have an excellent mix of people and some of our best account managers joined us with no experience of the construction industry. So, if you’ve never worked in sales or construction, that’s fine with us. Success at Hilti is down to teamwork and ability, no matter what your background.