Help Desk Service Engineer

Castel Bolognese, Emilia-Romagna, Italy

Responsibilities

• Support requests from customers or partners.
• Handle technical questions at the premises of the final customer and assist colleagues to complete services.

Duties

• Through the switchboard, receive phone calls for service requests from the customer or partner.
• Identify and associate the reference machine to the customer/partner using FUSION and open the resulting ticket.
• Try to resolve the issue over the phone; close the ticket on the system.

Studies – Training Courses

• Five-year Industrial Technical diploma with Mechanical / Electrical emphasis Mechanical, Industrial, Design or Electrical Engineering.
• Training courses on handling service over the phone / remotely.

Technical Skills

• Mechanical and electrical drawings.
• MS Office Suite and FUSION company enterprise system.
• Practical technical competencies (electrical and mechanical) on equipment produced and quality validation.

Interpersonal Skills

• Dedicated to satisfying customer expectations and requests; obtaining information first hand and using it to improve product/service; acting in consideration of customers, establishing and maintaining effective relations with customers.
• Using rigorous logic and a precise method to solve difficult problems; probing all useful sources to find answers; identifying hidden problems with excellent analytical skills.
• Following established processes step by step.

Language Skills

• Good/great knowledge of English, both written and spoken.

Experience

• From 2 to 5 years of experience as travelling technician or internal validation of different equipment.

Seniority Level

• Entry level

Employment Type

• Full-time

Job Function

• Engineering and Information Technology
• Industrial Machinery Manufacturing

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