Customer Technical Training Coordinator

Experteer Italy; Castel Maggiore; In loco; EUR 30.000 - 60.000; Tempo pieno

Descrizione del lavoro

Join a forward-thinking company as a Customer Technical Training Coordinator, where you will play a crucial role in optimizing training and technical support services. This position involves analyzing client needs, developing tailored training programs, and ensuring the effectiveness of technical assistance through a robust ticketing system. You will collaborate with various teams and external partners to enhance service delivery and implement best practices. If you are passionate about engineering and customer service, this role offers a unique opportunity to make a significant impact in a dynamic environment.

Competenze

• Experience in coordinating training and technical support.
• Knowledge of ticketing systems and escalation processes.

Mansioni

• Analyze training needs and develop customized programs.
• Oversee ticketing system for technical assistance.

Conoscenze

Electrical Engineering

Mechanical Engineering

Project Management

RPA Knowledge

Technical Escalation Management

Organizational Skills

Customer Orientation

Teamwork

Problem-Solving Skills

English Proficiency

Formazione

Degree in Electrical Engineering

Degree in Mechanical Engineering

Strumenti

Ticketing Systems

Descrizione del lavoro

About SASIB

SASIB is a leading organization headquartered in Castel Maggiore, Italy.
As a key player in the manufacturing of automatic machinery for the tobacco industry, we specialize in cigarette making and packing, filter tubes, and machines for other tobacco products (OTP).
Our business encompasses a wide range of new technologies and special product development, aimed at developing new machines to respond to the latest market demands for medium-speed production lines.
We strive to continuously expand our offerings and enhance our capabilities to meet the evolving needs of our customers.
For more detailed information about SASIB and its comprehensive business landscape, please visit www.sasib.com.
SASIB is part of Coesia, a group of innovation-based industrial and packaging solutions companies operating globally, headquartered in Bologna, Italy. Coesia operates in 36 countries with 20 different companies and employs over 8,000 people as of 2023.

About the Role

As Customer Technical Training Coordinator, you will be coordinating and optimizing two essential services for the company: RPA (Remote Production Assistance) technical support and Training management, interfacing with various company functions and clients.
Main responsibilities will include:

• Analyzing the training needs of internal and external clients and develop customized training programs to meet these needs.
• Coordinating the updating and drafting of training documentation, verifying its completeness and consistency with technical and operational specifications.
• Collaborating with external suppliers for the production and updating of manuals and educational materials.
• Maintaining a direct relationship with the GD Training center to implement the latest innovations and corporate best practices in the training process.
• Directly supporting clients, when necessary, with on-site interventions for RPA service-related activities or training activities.
• Overseeing the ticketing system for technical assistance, ensuring timely and effective responses to technical requests from clients and colleagues, and collaborating with specialized technicians for more complex cases and monitoring compliance with timelines and quality standards.
• Liaising with the GD RPA center to receive updates on tools and processes and implement improvements in the service provided.

The position will be based in Castel Maggiore, Italy.

What You Need to Be Successful

• Background in Electrical or Mechanical Engineering, with a focus on automatic machines.
• Experience in a similar role or in Project Management preferred.
• Knowledge of RPA (Remote Production Assistance).
• Knowledge of ticketing systems and technical escalation management processes.
• Proficiency in English.
• Excellent organizational and time-management skills, attention to detail.
• Ability to work effectively in a team and managerial skills.
• Strong customer orientation, with listening and problem-solving skills.
• Availability to travel.

Our Offer

Gestione del Servizio RPA

• Supervisionare il sistema di ticketing per l’assistenza tecnica, gestendo direttamente i ticket di primo e secondo livello.
• Garantire una risposta tempestiva ed efficace alle richieste tecniche dei clienti e dei colleghi coinvolti nelle installazioni presso il cliente.
• Assicurare che ogni ticket venga seguito fino alla risoluzione, collaborando con tecnici specializzati per i casi più complessi e monitorando il rispetto delle tempistiche e degli standard di qualità.
• Interfacciarsi con il centro RPA di GD per recepire aggiornamenti relativi a strumenti e processi e implementare miglioramenti nel servizio offerto.

Gestione dei Programmi di Training

• Analizzare le esigenze formative di clienti interni ed esterni e sviluppare programmi di training personalizzati per soddisfare tali necessità.
• Coordinare l’aggiornamento e la redazione della documentazione formativa, verificandone la completezza e la coerenza con le specifiche tecniche e operative.
• Collaborare con fornitori esterni per la produzione e l’aggiornamento di manuali e materiale didattico.
• Mantenere un rapporto diretto con il centro Training di GD per implementare le ultime innovazioni e le best practice aziendali nel processo formativo.

Attività Operative e Visite presso il Cliente

• Supportare direttamente i clienti, quando necessario, con interventi in loco per attività legate al servizio RPA o attività di training.

Join the Team!

• Competenze tecniche:
• Conoscenza dei sistemi di ticketing e dei processi di gestione delle escalation tecniche.
• Esperienza nella progettazione e implementazione di programmi di formazione tecnica, con particolare attenzione alla documentazione.
• Competenze trasversali:
• Eccellenti capacità di pianificazione e gestione del tempo, con attenzione ai dettagli e agli obiettivi.
• Forte orientamento al cliente, con capacità di ascolto e problem-solving.
• Predisposizione al lavoro in team e capacità di interfacciarsi con diverse funzioni aziendali.
• Altre caratteristiche:
• Disponibilità a effettuare trasferte, anche internazionali, per supporto operativo presso i clienti.
• Spirito di iniziativa e capacità di gestire situazioni complesse con autonomia e proattività.