Technical Customer Care (Hardware)

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

Job Description

Something about ASEM

Founded in 1979, ASEM has actively participated in the evolution of digital information technologies and today we operate in the markets of Industrial Automation, Test, Measurement with a complete range of industrial PCs and monitors and a complete range of HMI, control, remote assistance, and Industrial IoT gateways, characterized by our own hardware, firmware, software, mechanical and system design capability.

Since 2020 we have been part of the American multinational group Rockwell Automation, a leading player operating in the industrial automation sector with headquarters in Milwaukee, Wisconsin (USA).

We are looking for a Hardware Customer Care Specialist to provide high-level technical support for industrial hardware platforms based on PC x86/x64 and ARM architecture. The role is responsible for managing post-sales customer support activities, troubleshooting hardware issues, and effective resolution of customer requests while collaborating with cross-functional teams.

You will report to the HW Customer Care Manager, and have a hybrid schedule working in Artegna, Italy.

Your 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.

The Essentials - You Will Have:

• Previous experience in the industrial automation sector;
• At least 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;
• Knowledge of SAP (preferred);
• Interpret technical documentation, schematics, and product specifications;
• Customer-oriented mindset;
• Experience documenting customer issues in detail, and reporting skills;
• Experience handling support requests from a variety of different channels, identify critical issues;
• To problem solving and continuous improvement;
• Knowledge of the English and Italian languages;
• Team player with collaboration skills.

What We Offer:

Our benefits package includes ...

• Volunteer Paid Time off available after 6 months of employment for eligible employees
• Company volunteer and donation matching program - Your volunteer hours or personal cash donations to an eligible charity can be matched with a charitable donation.
• On-demand digital course library for professional development
• Comprehensive mindfulness programs with a premium membership to Calm
• Employee Assistance Program
• Personalized wellbeing programs through our OnTrack program

The salary range for this position is between 36.000,00 - 54.000,00 EUR annual, this includes all bonuses.

LI-Hybrid

LI-PM1

Rockwell Automation's hybrid policy aligns that employees are expected to work at a Rockwell location at least Mondays, Tuesdays, and Thursdays unless they have a business obligation out of the office.