Technical Support Engineer

Key Responsibilities

• Monitor service inboxes and manage ticket creation and updates (including Fusion).
• Provide remote troubleshooting, service coordination, and issue resolution.
• Coverage of minor field service activities and travel as needed to support installations and repairs.
• Serve high-priority customer situations and de-escalate concerns.
• Manage warranty and non-warranty service requests with customers and internal teams.
• Aid with quotations, installations, upgrades, and RMA processes.
• Collaborate with global teams (Spa, NL) and support site preparation.
• Monitor contracts and renewals to maintain service coverage.
• Identify and mitigate service-related risks.

Customer Relationships

• Communicate proactively with customers and provide timely updates.
• Build strong relationships and support long-term customer satisfaction.

Service Infrastructure Support

• Develop service documentation, training materials, and procedures.
• Maintain knowledge base and assist with process improvements.
• Manage equipment inventory, calibration, and maintenance schedules.
• Assist with onboarding and technical training; develop product expertise.

Qualifications

• Bachelor’s degree or post-secondary education in controls, software or electrical engineering
• 3 or more years of relevant experience
• An ability to work effectively with both internal cross-functional teams and customers according to deadlines and under pressure-filled conditions is essential.
• A self-driven, attentive to detail, consistent, and process driven individual.
• Fluent in English, written and oral, second language in Italian is an asset.
• Experience in the use of a CRM (Oracle is preferred).
• Possesses excellent time management skills and can coordinate multiple service activities.
• Proficient with Microsoft software tools including Word, Excel and Power Point etc.
• Experience managing budgets, financial forecasting and developing labor and material estimates.