Gero Staudacher

Translate internal knowledge of the commercial grade products for the international partner and offices. Responsible for the support of the products sold internationally and manage the customer support departments in the foreign offices with authority in making decisions impacting the service provided globally. Work closely with the Engineering and Quality organization to learn all trouble-shooting techniques, diagrammed drawings and product solution to provide information to all the foreign offices.

Consult with customers to assess needs, process orders and provide customer service and technical support by identifying and resolving equipment problems. Liaison between the engineering department and wholly owned subsidiaries outside the US, working particularly close with our subsidiary in the UK, Singapore, Spain and Germany to ensure technical information, customer feedback, interaction with the direct operations are being effectively communicated and exchanged between engineering and Europe/Asia.

Responsible for all technical communications with Start Trac European and Asia regions. Weekly technical conferences to relay changes and ensure consistency in other regions. Technical escalations and conduit into engineering of issues raised in Star Trac international regions. Investigations and isolation of all issues in Star Trac international regions. New product readiness, training, support model, parts strategy etc. for product launched outside the US.

Consult with customers to assess needs, process orders, and provide friendly assistance and support. Increase customer satisfaction and drive revenues for the Star Trac organization by identifying and resolving equipment problems in an efficient and attentive manner. Coordinate and perform equipment testing and repairs. Answer in-bound calls; interact with vendors, negotiate pricing, and prepare invoices. Serve as trusted liaison between Technicians and the European Product Support Manager.

Provide friendly assistance and customer support including telephone orders and technical inquiries. Schedule field service technicians and route planning. Coordinate internal operations. Contact person for all technical questions by phone and, occasionally, perform onsite service. Represent the product support manager in his absence. Manage the warehouse including parts planning, forecasts and shipping. Support the companies representation agencies.