Hotline Technician

Fom Industrie; Cattolica; Remote; EUR 30,000 - 38,000; Full time

Benefits offered by this job

International environment

Product training

Technical team collaboration

Career growth

Job summary

Fom Industrie is seeking a Hotline Technician to join the Service Department. You will provide remote technical support to customers and field technicians, diagnosing faults and managing service requests to ensure continuity of after-sales service.

Requirements include a technical diploma in relevant fields and 2–3 years in technical support or similar roles, with strong reading of technical drawings and good communication skills. The role offers growth within an international environment.

Qualifications

• Technical diploma required (Mechanical/Mechatronics/Electrical/Electronics).
• 2–3 years in technical support, service, maintenance or similar roles.
• Good reading of technical drawings and documentation.
• Strong analytical, diagnostic and problem-solving skills.
• Proficient IT skills and familiarity with digital tools.
• Excellent communication and customer-oriented approach.

Responsibilities

• Manage technical support requests from customers and field technicians.
• Provide telephone and remote technical support for diagnosis and resolution of issues.
• Gather and analyse information to properly handle service requests.
• Carry out preliminary diagnosis of faults, anomalies and malfunctions.
• Support resolution of recurring issues with appropriate technical solutions.
• Escalate complex issues to the relevant technical contacts.
• Update company systems with requests and activities.
• Collaborate with service technicians and other functions to ensure service continuity.
• Share key cases and solutions with the team.

Skills

Mechanical/Mechatronics diploma

Electrical knowledge

Analytical skills

Team collaboration

Education

Technical diploma (Mechanical/Mechatronics/Electrical/Electronics)

Tools

CRM software

Service-request systems

Job description

Applicable collective bargaining agreement: Metalworking Industry National

Collective Labour Agreement (CCNL).
Indicative salary range: Gross annual salary of €30,000–€38,000, determined based on experience, technical skills and level of autonomy in the role.

This job opportunity is open to all candidates, in compliance with current legislation on equal opportunities, inclusion and non-discrimination.

Fom is looking for a Hotline Technician to join the Service Department.

The successful candidate will provide remote technical support to customers and field technicians, contributing to the diagnosis of faults, the management of service requests and the continuity of after-sales service.

The role involves close collaboration with the Service Manager / Field Service Manager and other company functions, ensuring the timely and effective management of service requests and a high level of technical support.

Key Responsibilities

• Manage technical support requests from customers and field technicians.
• Provide telephone and remote technical support for the diagnosis and resolution of issues.
• Gather and analyse the information required to properly handle service requests.
• Carry out preliminary diagnosis of faults, anomalies and malfunctions.
• Support the resolution of recurring issues, identifying the most appropriate technical solutions.
• Escalate more complex issues to the relevant technical contacts.
• Update company systems with information regarding the requests handled and activities carried out.
• Collaborate with service technicians and other company functions to ensure service continuity and effectiveness.
• Contribute to the sharing of technical knowledge by collecting and disseminating key cases and the related solutions.

Requirements

• Technical diploma in Mechanical, Mechatronics, Electrical, Electronics or equivalent field.
• At least 2–3 years of experience in technical support, service, maintenance or technical assistance roles, preferably in the automatic machinery sector.
• Ability to read technical drawings and technical documentation.
• Good analytical, diagnostic and problem-solving skills.
• Good IT skills and familiarity with digital tools.
• Excellent communication and customer-oriented skills.
• Ability to work in a team and collaborate with different company functions.

The following qualifications will be considered a plus:

• Knowledge of automatic machinery and the main mechanical, electrical and pneumatic systems.
• Knowledge of English; knowledge of a second foreign language is considered a plus.
• Experience using CRM software or service request management systems.

What We Offer

• The opportunity to join an international environment focused on service and innovation.
• Ongoing training on company technologies and products.
• Collaboration with a specialized technical team focused on customer satisfaction.
• Opportunities for professional growth within the Service Department.