Product Recognition Monitoring and Support Coordinator

CONTEXT

Richemont has embarked on an ambitious program to implement product recognition technologies for all watches and jewelry products. Part of a central team, the role aims at successfully implementing this new technology across Maisons, in coordination with the selected vendor.

HOW WILL YOU MAKE AN IMPACT?

As a Monitoring and Support Coordinator for Product Recognition solutions, you will be part of a team responsible for the deployment and support of the different components of Richemont ambitious objectives in the field of product recognition.

The project will impact all our manufacturing sites, internal and external, for watchmaking and jewelry (30+ sites in Europe, out of which 20+ in Switzerland), as well as repair and logistics centers worldwide.

KEY RESPONSIBILITIES:

• Provide daily local support to key users within the Maisons Manufactures and RCS platforms.
• Participate in enhancements analysis, testing and implementation.
• Act as a facilitator to optimize interactions between Maisons key users, Group Technology and vendor.
• Resolve incidents reported by key users in accordance with SLA guidelines, support key users on product recognition tools and processes.
• Coordinate incident resolution with relevant stakeholders, internally or externally.
• Monitor SLAs, and proactively communicate in case of incidents.
• Maintain and enrich the L1 and L2 support knowledge base, provide required training and ensure proper change management.
• Ensure coordination of new releases enhancements (testing, documentation, change management).

PROFILE:

• Bachelors or Master’s degree / Engineer.
• 2+ years of business experience, ideally in contact with industrial environments.
• Experience in business / IT support preferred.
• Strong organizational, leadership and influential skills.
• Excellent ability and experience to effectively communicate with management.
• Strong analytical a and problem-solving skills.
• Fluent in French and English.