Technical Customer Care (Hardware)

ASEM S.r.l.; Artegna; Híbrido; EUR 36.000 - 54.000; Tempo integral

Benefícios oferecidos por esta vaga

Volunteer Paid Time off

Volunteer/donation matching

Digital learning library

Mindfulness program

Employee Assistance Program

OnTrack wellbeing program

Resumo da vaga

ASEM S.r.l. is seeking a Technical Customer Care (Hardware) to provide high-level post-sales support for industrial hardware platforms based on PC x86/x64 and ARM architectures.

The role is based in Artegna, Italy, with a hybrid schedule and collaboration across engineering, quality, and operations teams. You will report to the HW Customer Care Manager and handle technical issues, documentation, and timely resolutions while ensuring customer satisfaction.

Qualificações

• Experience in the industrial automation sector.
• 3+ years in technical customer support, hardware troubleshooting, or after-sales service.
• Knowledge of Windows and Linux operating systems.
• Knowledge of computer networks and industrial fieldbus technologies.
• Familiarity with CRM and ticketing systems.
• Experience with SAP is a plus.
• Ability to interpret technical docs, schematics, and specs.
• Customer-oriented mindset and reporting skills.
• Experience handling multi-channel support requests.

Responsabilidades

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

Conhecimentos

Windows & Linux

Industrial hardware support

Technical troubleshooting

CRM systems

SAP knowledge

English language

Italian language

Networking basics

Documentation & reporting

Team collaboration

Ferramentas

SAP

Descrição da vaga

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 Technical Customer Care (Hardware) 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.

At Rockwell Automation we are dedicated to building a diverse, inclusive and authentic workplace, so if you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right person for this or other roles.