Description
- Provide expert support to remotely resolve hardware and/or software technical issues and application problems for our customers.
- Trigger an onsite interaction (parts and/or FSE dispatch) in case the issue cannot be fixed remotely.
- Keep customers informed of the status of their case.
- Document case history and interactions with customers using SW (CRM) to ensure proper handover to field, product/case history tracking, and reporting.
- Contribute to maintain the Knowledge Management System (KMS) by sharing knowledge with the rest of the organization.
- Assist Care Center Agents and Customers on subjects such as product features, specifications, parts info and compatibility, maintenance routines, educational programs, and technical aspects in general, based on customer entitlement.
- Assist Field Service Engineers during onsite troubleshooting if needed.
Requirements
- A native or proficient level in German and advanced level of English.
- Strong technical background with a bachelor's degree in Science/Engineering – preferably Mechanical, Industrial, or Electrical Engineering – or equivalent.
- Can work collaboratively in an ethnically, linguistically, and culturally diverse environment.
- Excellent organizational skills; able to prioritize work accordingly.
- Experience in a customer-facing role (onsite support, remote support, or similar).
- Experience in Graphics Arts products and related technologies.
- Ability to follow and read electrical/electronic diagrams.
- Experience in Additive Manufacturing technology, 3D Modeling Software - Magics (Materialise) and NetFabb (Autodesk) and/or 3D printing workflow.
Offer
- Full-time 39 hours/week permanent contract: Monday to Sunday, from 09.00 to 18.00.
- Salary: Starting from 20,000 euros gross/year up to 26,000 euros gross/year in bonus.
- Great location in Barcelona.
- Bring-a-friend (referral) bonus opportunities.
- Full paid training on the company and the project you'll be working on.
- Career development programs and specialized courses.
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