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The Role: Italian Technical Support Engineer

We are actively recruiting and interviewing for future positions in Technical Team.

Improve Customer Satisfaction by providing a high quality professional Advanced/Expert Technical Support to SE customers, particularly regarding remote technical troubleshooting/diagnostic on Motion base Machines & processes. Take the ownership and ensure the customer is satisfied before closing the request. Handle Escalations from Primary support & Internal Technical Teams, about applications issues, product configuration issues, product compatibility issues; manage fee-based advanced services; escalate to Expert support and R&D/Cont.Eng.

• Solve Cases requiring in-depth troubleshooting / remote diagnostic assistance and Cases where Customer is requiring resolution for suspected bug(s).
• Access to resolution database and use of diagnostic tools
• Understand and follow the customer complex solutions
• Application and Environmental conditions evaluation
• Site Visit may be required. Using remote monitoring tools and advanced technics.
• Be able to propose and configure all functions according to the customer application
• Be available for inbound and outbound customer interaction received through all agreed channels
• Maintain the work environment, laboratory equipment and tools at the best level to be able to simulate, replicate and understand reported customer escalations.
• Work closely with all teams in the technical support scope: Primary and Expert support team, Internal Technical and Services Teams and BU during case life cycle time until it is successfully resolved from a customer point of view. Communicate effectively, collect all necessary information in case of escalation to Expert or R&D team is necessary. Escalate on time.
• Be able to perform tests to reproduce customer behavior on demo case
• Communicate and share knowledge with other L2 engineers as well as Primary Support.
• Be able to collect information needed in case of escalation to L3
• Manage fee-based advanced services
• Understand and explain type test certificates and special quality tests.
• Maintain the right Expert knowledge according to the specialization needed

1. Education: Bachelor's Degree graduate in Electrical, Electronics, Automation, Industrial Data Processing.
2. Languages: Italian and English
3. Experience:
   • 5Y+ experience in Motion solutions, applications & machines.
   • 3 years Technical Support experience in a call centre environment desirable and/or 2 years of experience in the field commissioning/Service projects (on site services etc)
4. Skills:

• Fluency required in English and German
• Excellent knowledge of major operating systems
• Have advanced Digital Citizenship.
• Able to work with multicultural environment with regional responsibilities.
• Strong verbal and written communication skills are required
• Demonstrate a flair & understanding of customer support issues, flexibility and an ability to learn quickly;
• Excellent problem solving abilities, aptitude to understand and explain technical information, interpersonal, communications and time management skills;
• Ability to develop and maintain customer rapport;
• Good coaching and presentation skills desired.
• Strong experience in SE Products and Solutions

• Global family leave
• Comprehensive medical coverage for employee and dependents
• Worldwide Employee Stock Ownership
• Flexible work arrangement
• On-site gym