Field Service & Technical Support Lead

HeyGears GmbH; Paris; On-site; EUR 45,000 - 65,000; Full time

Job summary

HeyGears GmbH in Paris area seeks a hands-on Technical Support Leader to guide on-site and remote customer projects, install and commission equipment, and deliver expert training on scanners, software, and 3D printers.

The role requires travel, at least one year in technical support, proven leadership, CAD/PLC knowledge, and superb communication. You will mentor specialists, analyze support metrics, and help shape service standards in a fast-growing company.

Qualifications

• 1+ year of experience in technical support environment
• Ability to travel domestically and overseas
• Proven leadership experience in managing teams
• Strong CAD and PLC understanding with electrician knowledge preferred
• Excellent customer-facing and interpersonal skills with strong business sense
• Excellent listening and presentation skills
• Advanced troubleshooting and multi-tasking skills
• Ability to quickly learn HeyGears technology
• Flexible with a dynamic, growing company

Responsibilities

• Conduct on-site or video field surveys of customer workplaces and provide site improvement proposals.
• Conduct equipment installation, testing and commissioning.
• Provide full process training to client including scanner operation, software operation, and 3D printer operation.
• Provide technical assistance and support for incoming questions and issues; guide customers through troubleshooting.
• Follow up with customers, provide feedback and see problems through to resolution.
• Ensure proper recording, documentation and closure of all incidents.
• Develop service procedures, policies and standards for Technical Support and implement processes to delight customers.
• Recruit, lead, mentor, motivate and develop Technical Support Specialists to ensure world-class service and support.
• Track, monitor, report and analyze Technical Support and customer success metrics, highlighting trends and outlining next steps

Skills

Travel

Leadership

CAD knowledge

PLC understanding

Customer-facing skills

Listening & presentation

Troubleshooting

Learn HeyGears tech fast

Adaptability in a growing company

Tools

CAD

PLC

Job description

HeyGears GmbH in Paris area seeks a hands-on Technical Support Leader to guide on-site and remote customer projects, install and commission equipment, and deliver expert training on scanners, software, and 3D printers.

The role requires travel, at least one year in technical support, proven leadership, CAD/PLC knowledge, and superb communication. You will mentor specialists, analyze support metrics, and help shape service standards in a fast-growing company.