Technical Support Engineer

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

Vantaggi offerti da questo lavoro

Competitive benefits package

Incentive programs

Descrizione del lavoro

Tennant Company in Italy is seeking a Technical Support Engineer to deliver high-quality post-sales technical support to customers and service partners, acting as the interface between customers, service networks, and internal teams.

You will diagnose, troubleshoot, and assist field service teams, manage tickets, and contribute to product improvements while collaborating with R&D, Quality, and Operations. Travel across Italy and the EMEA region is required.

Competenze

• Degree or technical diploma in Mechanical, Electrical, Mechatronics, or related fields.
• Experience in aftersales, service or technical support is preferred.
• Strong knowledge of electromechanical and electrical systems and troubleshooting.
• Good command of English; a second language is a plus.

Mansioni

• Provide second-level technical support on IPC/Tennant products and solutions.
• Manage complex technical inquiries from customers, subsidiaries, and service partners.
• Support field service teams in resolving on-site technical issues (phone/video).
• Analyze recurring issues and collaborate with Quality and R&D for improvements.
• Create and update technical documentation and share best practices.

Conoscenze

Customer focus

Analytical thinking

Communication

Teamwork

Autonomy

Willingness to travel

Formazione

Degree or technical diploma in Mechanical

Strumenti

CRM systems

Ticketing systems

Descrizione del 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.