Customer Support Specialist

2 settimane fa

Milano, Lombardia, Italia Nettowork Srl A tempo pieno
Job Description:

We are seeking a highly skilled Customer Support Specialist to join our team in Italy. This role will be based in Italy and will cover the EMEA region.

The primary responsibilities of this position include providing on-site training for customers, distributors, and contractors covering mobilization, installation, setup, maintenance, operation, and (when required) de-mobilization of Barrier Transfer Machines, barrier wall components, road safety products, and road marking tape.

This role will also involve assisting with troubleshooting, fault isolation, and repair of equipment or system malfunctions to support our customers either remotely or on-site when necessary.

Responsibilities:
  • Foster positive, productive relationships with the associated Regional Business Development Manager and all assigned customers via routine written, verbal, and/or in-person interactions.
  • Be the system technical expert – Responsible for assisting customers with troubleshooting, establishing a corrective action plan, and sourcing repair parts as needed if issues arise.
  • Coordinate with the LTS Project Manager and Field Support Manager to ensure timely satisfaction of all contractual obligations.
  • Act as field liaison to communicate machine issues with personnel at the manufacturing facility in Rio Vista, California, when equipment is returning for refurbishment.
  • Document customer communications, unscheduled maintenance events, and/or incidents via platforms like MS Office, SalesForce, and Smartsheet tools.
  • Communicate clearly, precisely, and timely with internal and external customers.
  • Perform on-site or remote training sessions with the customer's operator teams as necessary.
  • Perform hands-on periodic maintenance tasks on lease machines when appropriate.
  • Promote safety in everyday actions and drive operational excellence while leading and/or participating in continuous improvement projects.
  • Exhibit Lindsay's core behaviors (One Lindsay, Building Trust, Customer-First Innovation, and Unlocking Creativity) both internally and externally at all times.
  • Maintain all barrier storage yards located within the assigned region.
  • Support distributors in the EMEA region with training, customer support, and installation checks for road safety products and road marking tape.
  • Other duties as assigned.
Requirements:
  • Requires a minimum of five years of heavy equipment maintenance experience; 10 years preferred.
  • Experience in highway infrastructure and Road Zipper systems/operations is a plus.
  • Experience working with customers as primary point of contact.
  • Experience leading customer projects or leading training.
  • Experience with electro-mechanical and hydraulic systems a plus.
  • Experience with platforms such as MS Office, SalesForce, and Smartsheet a plus.
  • Road safety or construction experience is desired.
  • Ability to work independently or as part of a team.
  • Strong organizational skills and ability to adapt to changing priorities.
  • Language skills: Italian, English, and German.
Physical Requirements:
  • Repetitive heavy lifting up to 25kg.
  • Long periods of standing, stooping, bending, and climbing.
  • Varying shift schedules while on the road in support of customer operations possible.
  • Exposure to different elements including heat, cold, wet, and dry conditions, excessive noise, and various types of chemicals used in a shop.
  • 50 to 70% travel.

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