Technical After Sales Support

2 giorni fa

Seriate, Lombardia, Italia Clay Paky A tempo pieno
Position Overview

We are looking for a Technical After Sales Support to deliver high-quality technical assistance, ensure customer satisfaction, and support continuous improvement of our products and services. The position is based at our headquarters in Seriate (BG) and reports to the Help Desk Manager.

Key Responsibilities
  • Manage technical support requests via ticketing systems, ensuring timely resolution and clear communication with customers.
  • Provide remote after-sales technical assistance and collaborate with international Service Partners.
  • Ensure correct application of warranty terms and assist customers in identifying and receiving the right spare parts.
  • Collaborate with the Quality Department to report and analyze product non-conformities, supporting continuous improvement initiatives.
  • Draft and update product manuals (user, configuration, installation).
  • Keep customers informed about new documentation, firmware/software releases, bug fixes, and technical solutions.
  • Support the implementation and optimization of remote assistance tools and digital platforms for ticket management and customer satisfaction analysis.
  • Provide information for 8D reports, particularly for phase D2.
  • Coordinate activities with the Repair & Maintenance section and Service Partners for effective issue resolution.
Requirements
  • Degree or Diploma in a technical field.
  • Minimum 5 years of experience in technical assistance on complex products.
  • Strong problem-solving skills and proficiency in IT systems.
  • English proficiency: at least B2 level.
  • Excellent communication skills, adaptability, and ability to work in a team-oriented environment.
  • Stress tolerance and creativity in finding solutions.

Nice to have:

  • Basic knowledge of DMX control systems and technical drawing software.

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