Technical After Sales Support

Claypaky; Bergamo; Hybrid; USD 70,000 - 90,000; Full time

Job summary

A leading manufacturer of professional lighting is seeking a Technical After Sales Support specialist. This role focuses on delivering high-quality technical assistance, ensuring customer satisfaction, and collaborating with international service partners. Candidates should have a degree in a technical field and at least 5 years of experience in technical assistance. Strong problem-solving skills and proficiency in IT systems are essential. The position is based in New York, United States, and emphasizes continuous improvement in products and services.

Qualifications

• Minimum 5 years of experience in technical assistance on complex products.
• English proficiency: at least B2 level.
• Stress tolerance and creativity in finding solutions.

Responsibilities

• Manage technical support requests via ticketing systems.
• Provide remote after-sales technical assistance.
• Ensure correct application of warranty terms.
• Draft and update product manuals.
• Support the implementation of remote assistance tools.

Skills

Problem-solving skills

IT systems proficiency

Communication skills

Adaptability

Team-oriented

Education

Degree or Diploma in a technical field

Tools

DMX control systems

Technical drawing software

Job description

### **Position Overview** ### **Key Responsibilities*** Manage **technical support requests** via ticketing systems, ensuring timely resolution and clear communication with customers.* Provide **remote after-sales technical assistance** and collaborate with international **Service Partners**.* Ensure correct application of **warranty terms** and assist customers in identifying and receiving the right **spare parts**.* Collaborate with the **Quality Department** to report and analyze **product non-conformities**, supporting **continuous improvement** initiatives.* Draft and update **product manuals** (user, configuration, installation).* Keep customers informed about **new documentation**, **firmware/software releases**, bug fixes, and technical solutions.* Support the implementation and optimization of **remote assistance tools** and **digital platforms** for ticket management and **customer satisfaction analysis**.* Provide information for **8D reports**, particularly for phase D2.* Coordinate activities with the **Repair & Maintenance section** and Service Partners for effective issue resolution.### **Requirements*** **Degree or Diploma** in a technical field.* **Minimum 5 years of experience** in technical assistance on complex products.* Strong **problem-solving skills** and proficiency in **IT systems**.* **English proficiency: at least B2 level**.* Excellent **communication skills**, adaptability, and ability to work in a **team-oriented environment**.* Stress tolerance and creativity in finding solutions.**Nice to have:*** Basic knowledge of **DMX control systems** and **technical drawing software**.We are looking for a **Technical After Sales Support** to deliver **high-quality technical assistance**, ensure **customer satisfaction**, and support **continuous improvement** of our products and services. The position is based at our headquarters in Seriate (BG) and reports to the Help Desk Manager.