Technical Support Specialist
We're seeking a skilled Technical Support Specialist to join our clients team and play a crucial role in ensuring the optimal performance and user experience of their hardware and software products.
Responsibilities :
- Developing and maintaining a comprehensive understanding of their product portfolio, including hardware, software, and associated workflows.
- Taking charge of device installations and upkeep within their showroom, as well as providing hands-on assistance to distributors during customer installations.
- Delivering thorough training sessions to dealers and end users, both onsite and remotely, to ensure proficiency in installation procedures and ongoing maintenance practices.
- Providing responsive and effective remote troubleshooting and after-sales support via email and phone, addressing technical queries, usage guidance, and maintenance assistance for our hardware and software solutions.
- Ensuring accurate documentation of all activities within our CRM system, following instructions from superiors, and generating technical documents tailored to the needs of dealers and end customers.
- Assisting in the preparation and execution of promotional events by setting up machines and providing technical expertise.
- Contributing to the pre-sales process by preparing samples and conducting engaging demonstrations of our products to potential customers.
Requirements :
- University degree in a related field.
- Proven experience and proficiency in installation, operating, troubleshooting, and maintaining CNC and milling machines in a customer service setting.
- Strong technical knowledge and understanding of programming and machining processes.
- Experience in providing technical support or customer service within the manufacturing or machining industry.
- Ability to interpret technical documentation, and excellent problem-solving skills and the ability to effectively communicate technical information to diverse audiences.
- Familiarity with computer-aided design (CAD) software and related tools.
- Proven ability to work independently as well as collaboratively within a team environment.
- Willingness to travel and assist customers throughout Germany.
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