Industrial Hardware Support Specialist - Hybrid Role

Rockwell Automation; Artegna; Hybrid; EUR 36,000 - 54,000; Full time

Benefits offered by this job

Volunteer Time Off

Volunteer donation matching

On-demand digital course library

Mindfulness program with Calm

Employee Assistance Program

OnTrack wellbeing programs

Job summary

Rockwell Automation is seeking a Hardware Customer Care Specialist to provide high-level technical support for industrial hardware platforms in Artegna, Italy. The role involves post-sales support, troubleshooting, and cross-functional collaboration in a hybrid work setup.

You will report to the HW Customer Care Manager and engage with repairs, engineering, quality, operations, sales, and product management to resolve issues and ensure customer satisfaction.

Qualifications

• 3+ years of experience in technical customer support, hardware troubleshooting, or after-sales service.
• Knowledge of Microsoft Windows and Linux operating systems.
• Knowledge of computer networks and industrial fieldbus technologies.
• Familiarity with CRM and ticketing systems.
• Experience documenting customer issues in detail, and reporting skills.
• Knowledge of English and Italian languages.

Responsibilities

• Provide technical support for hardware platforms based on PC x86/x64 and ARM architecture.
• Deliver professional post-sales customer support, ensuring customer satisfaction and the timely resolution of technical issues.
• Analyze hardware-related problems, identify root causes, and determine appropriate solutions.
• Manage customer support tickets, ensuring accurate documentation, tracking and closure of support cases.
• Coordinate with internal departments (Repairs, Engineering, Quality, Operations, Production, Sales, and Product Management) to ensure efficient handling of customer requests.
• Identify and recommend appropriate spare parts and replacement solutions.

Skills

Hardware troubleshooting

Customer support

Documentation

Team player

Problem solving

Continuous improvement

CRM and ticketing

Tools

SAP

Job description

Rockwell Automation is seeking a Hardware Customer Care Specialist to provide high-level technical support for industrial hardware platforms in Artegna, Italy. The role involves post-sales support, troubleshooting, and cross-functional collaboration in a hybrid work setup.

You will report to the HW Customer Care Manager and engage with repairs, engineering, quality, operations, sales, and product management to resolve issues and ensure customer satisfaction.