Position: Technical Support Advisor

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 NetFabb (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