Spain Job Openings
JUJUR
Technical Support Advisor - German - Barcelona
Barcelona
FULL TIME
November 27, 2024
Location: Barcelona, Spain
Employment type: Full-time
DUTIES AND RESPONSIBILITIES:
- Provide expert support to remotely resolve hardware and/or software technical issues and application problems for our customers who use 3D printers
- Trigger an onsite interaction (parts and/or FSE dispatch) in case the issue cannot be fixed remotely
- Provide right diagnosis and parts identification to ensure proper handover to the Field Services Engineer
- Keep customers informed of the status of their case, elevating issues as needed within the Graphics Services and Support Organization and ensuring that Service Level Agreements are met
- Document case history and interactions with customer in a CRM to ensure proper handover to field, product/case history tracking and reporting
- Contribute to maintain the Knowledge Management system (KMS) sharing the knowledge with the rest of the organization
- Assist Care Center Agents and Customers on subjects such as product features, specifications, parts info and compatibility, maintenance routines, educational programs and technical aspects in general, based on customer entitlement
- Assist Field Service Engineers during onsite troubleshooting in case of need
- Build a close professional relationship with the primary accounts assigned though specific customer needs understanding and installed base knowledge that generates mutual trust and enhances customer experience
- Master technical knowledge on the brand's 3D printing products and technologies and transmit this knowledge to our customers and peers
REQUIREMENTS:
- A native or proficient level in German and advanced level of English
- Strong technical background with bachelor’s degree in Science/Engineering – preferably Mechanical, Industrial or Electrical Engineering or equivalent
- Ability to work collaboratively in an ethnically, linguistically, and culturally diverse environment
- Excellent organizational skills; able to prioritize work in accordance
- It will be appreciated if you have experience in customer support and/or Additive Manufacturing technology, Ability to follow and read electrical / electronic diagrams, Graphics Arts products, 3D Modeling Software - Magics (Materialize) and Net Fabb (Autodesk) and/or 3D printing workflows, but none of those are a must
OFFER:
- Excellent remuneration package based on experience, skills and performance
- Full-time Indefinite contract
- Schedule from Monday to Friday 08:00 - 18:00 (weekly rotative)
- Dynamic and creative team with a positive and friendly atmosphere
- Full paid training on the company and the project you'll be working on
- Guidance and tools to reach your full potential
- Career development program and specialised courses
- Financial relocation support for candidates from abroad
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