Technical Support Engineer

Tennant Company; Emilia-Romagna; In loco; EUR 28.000 - 35.000; Tempo pieno

Descrizione del lavoro

Tennant Company cerca un Technical Support Engineer per fornire supporto tecnico di secondo livello a clienti e partner di servizio, contribuendo alla soddisfazione del cliente e al miglioramento continuo dei prodotti e dei processi di servizio.

Il ruolo richiede competenze tecniche, orientamento al cliente e problem solving, fungendo da interfaccia tra clienti, reti di servizio e funzioni interne quali R&D, Qualità e Operations.

Verrà richiesto anche viaggio in Italia ed area EMEA.

Competenze

• La laurea o diploma tecnico in meccanica, elettrica, meccatronica o campi affini.
• Precedente esperienza in ruolo affine (after sales, servizio o supporto tecnico).
• Buona conoscenza dell’inglese; esperienza con CRM e sistemi di ticketing.

Mansioni

• Fornire supporto tecnico di secondo livello su IPC/Tennant (diagnostica, troubleshooting, risoluzione problemi).
• Gestire richieste complesse di clienti, filiali e partner autorizzati di servizio.
• Supportare i team sul campo per risolvere problemi tecnici onsite/da remoto.
• Gestire ticketing e SLA, comunicare in modo chiaro con clienti e stakeholder interni.
• Analizzare problemi ricorrenti e collaborare con Quality e R&D per azioni correttive.
• Supportare formazione tecnica e documentazione (manuali, FAQ, bulletin tecnici).
• Interfacciarsi con Sales, Customer Service e Operations e contribuire a nuovi lanci prodotto.

Conoscenze

Customer focus

Analytical thinking

Problem solving

Communication

Autonomy

Travel availability

Formazione

Mechanical/Electrical/Mechatronics degree

Strumenti

CRM systems

Ticketing systems

Descrizione del lavoro

Descrizione dell’offerta di lavoro

Who is Tennant?

Tennant Company is a global leader in the field of professional cleaning equipment and solutions.

For over 150 years, we have stood out for innovation and our commitment to developing sustainable technologies designed to meet our customers’ needs.

Our goal is to actively contribute to a cleaner, safer, and healthier world through eco-friendly solutions that improve quality of life.

With manufacturing plants, operational offices, and sales and service networks worldwide, joining Tennant means embarking on a career path full of opportunities — both locally and internationally.

Job Summary

The Technical Support Engineer is responsible for delivering high-quality post-sales technical support to customers and service partners, ensuring customer satisfaction and contributing to the continuous improvement of products and service processes.

This role requires strong technical expertise, customer orientation, and problem-solving skills, acting as a key interface between customers, service networks, and internal functions such as R&D, Quality, and Operations.

Key Responsibilities:

Technical Support

• Provide second-level technical support on IPC/Tennant products and solutions (diagnostics, troubleshooting, and issue resolution)
• Manage complex technical inquiries from customers, subsidiaries, and authorized service partners
• Support field service teams in resolving on-site technical issues (phone call, video call)

Ticket Management & Customer Care

• Manage and monitor support requests through internal ticketing systems
• Ensure timely responses and resolution in line with company SLAs
• Maintain clear, proactive, and professional communication with customers and internal stakeholders

Analysis & Continuous Improvement

• Analyze recurring technical issues and failure trends
• Collaborate with Quality and R&D teams to identify root causes and implement corrective actions
• Contribute to product improvement and warranty cost reduction initiatives

Training & Documentation

• Support the development and delivery of technical training (internal and external)
• Create and update technical documentation (instruction files, FAQs, technical bulletins)
• Share best practices across the service network

Cross-functional Collaboration

• Interface with Sales, Customer Service, and Operations teams
• Support new product launches from a technical perspective
• Participate in projects aimed at improving after-sales service performance

Required Qualifications:

• Degree or technical diploma in Mechanical, Electrical, Mechatronics, or related fields
• Previous experience in a similar role is recommended (aftersales, service, or technical support)
• Solid knowledge of electromechanical, electrical systems and troubleshooting techniques
• Good command of English, second language strongly recommended
• Experience with CRM and ticketing systems

Key Competencies:

• Strong customer focus
• Analytical thinking and problem-solving skills
• Effective communication and teamwork abilities
• Proactive mindset and autonomy
• Ability to prioritize and manage multiple tasks
• Availability to travel independently in Italy and EMEA region

The offer includes direct employment with the company on a permanent contract, with a gross annual salary ranging from €28,000 to €35,000.

The indicated salary range reflects the expected compensation for the role and is defined based on objective criteria related to the job, including responsibilities, scope, and market benchmarks. Placement within the range will depend on factors such as experience, qualifications, demonstrated capabilities, and internal equity. In addition to base salary, employees may be eligible for a competitive benefits package and applicable incentive programs.