This role is part of our Remote Monitoring Solutions product line. This position is based in Masate, Italy.
We are seeking an individual to join our Customer Support team. This full‑time hybrid role involves providing support for customers ahead of, during, and after the installation of projects, replacements, and changes. The role also includes training customers and preparing equipment for dispatch. The position reports to the EMEA Team Lead and Global Customer Support Manager and requires 3 days in the Masate office and 2 days remote, with occasional national and international travel.
Responsibilities- Clarify customer technical requirements before project installations and brief the production team
- Set up monitoring diagrams, users, alerts, and calculations
- Attend sites when required to support installations or investigate faults
- Assist customers with technical queries and fault reports via phone, email, and helpdesk ticket system
- Manage return and replacement of faulty equipment
- Assist fault diagnosis and contribute to fault reduction
- Provide training to customers primarily via teleconferencing, occasionally on site or in the facility
- Configure equipment to specifications, mount brackets, fit ancillary equipment, and pack for dispatch
- Receive returned equipment and diagnose faults
- Carry out minor repairs and refurbishment of equipment
- Perform other duties as assigned
- Flexible, organized, can multi‑task and meet varying priorities and deadlines
- Strong analytical skills, attention to detail, good decision‑making and technical problem‑solving abilities
- Positive, professional attitude and desire to complete tasks to a high standard
- Team player, willing and able to collaborate actively with colleagues
- Strong communicator at all levels; excellent verbal, written communication and interpersonal skills
- Self‑motivated, proven ability to perform under pressure
- Demonstrable experience of customer service in an engineering or technical environment
- Excellent customer relations skills
- Good proficiency in Excel and other Office apps
- Native language: German
- Understanding of IP networking
- Preferred: Site experience in rail and/or construction
- Annual leave entitlement: 25 days plus eight bank holidays
- Pension scheme: automatic enrollment with 5% personal contributions matched up to 5%
- Group life assurance: 4× salary in event of death; includes Employee Assistance Programme with 24/7 advice line and health app
- Private healthcare and cash plan: medical insurance with medical history disregard, and cash plan for vision, dental, prescriptions, therapies
- Cycle to work scheme: purchase of bikes and accessories at reduced rates, salary‑sacrifice repayments over 12‑18 months
- Tech scheme: purchase of laptops, phones, appliances at discounted rates, salary‑sacrifice repayments over 12 months
- Learning & development: training courses through Aspire programme and Previan Learning Centre
- Volunteer time off: up to 20 paid hours per year
At Eddyfi Technologies, diversity, equity, and inclusion are fundamental. We welcome and encourage applications from all qualified individuals, regardless of race, ethnicity, gender identity or expression, sexual orientation, age, religion, disability, neurodiversity, or any other characteristic protected by law. If you require accommodations at any stage of the recruitment process, please let us know; we are committed to ensuring an accessible and inclusive experience for all candidates.
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