Technical Support Manager

7 giorni fa


Monte San Pietro, Emilia-Romagna, Italia Datalogic A tempo pieno

Job Summary

The Technical Support Manager is a key member of the Datalogic team, responsible for leading a team of experienced Support Specialists in providing top-notch technical assistance to internal and external customers. This role requires a strong technical background, excellent problem-solving skills, and the ability to communicate complex technical issues to non-technical stakeholders.

Main Responsibilities

  • Manage a team of Technical Support Specialists, ensuring that processes are handled with the correct priority and in a timely manner.
  • Analyze, diagnose, and provide workarounds or solutions for complex technical issues found in the field, including those reported by application engineers, field engineers, local tech supports, or direct customers.
  • Collaborate with R&D and Quality teams to analyze and solve product issues, providing a timeline for fixes and following up with clients to ensure problems are resolved.
  • Develop and/or manage the development of product customizations based on customer project needs.
  • Support customer beta tests for new products or new applications based on new products.
  • Meet regularly with R&D teams for testing, maintenance, and information about customizations requiring R&D support.
  • Prepare technical documentation to be distributed to the field, including Technical Notes/Bulletins, or training material.
  • Plan and regularly provide technical trainings to Sales Application Engineers, Technical Support, Field Engineers, and Partners/Customer.

Requirements

  • Education: Degree in Engineering (Computer Science/Electronic)
  • Languages: Italian and English
  • Years of Experience: 7-10 years in hardware or software industrial electronics, customer support, or product development
  • Nice to have: 2-3 years supporting or developing industrial applications like barcode readers, sensors, or vision systems
  • Required Skills: Problem-solving and customer-oriented approach, ability to travel internationally, good written and verbal communication, Microsoft Office products such as Dynamics, Excel, and PowerPoint, very good knowledge of Windows and Linux OS
  • Nice to have: Knowledge of C/C++, Java programming and debugging techniques, familiarity with modern software engineering tools to facilitate maintainable and extendable software

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