Technical Support Specialist

We're seeking a skilled Technical Support Specialist to join our clients team and play a crucial role in ensuring the optimal performance and user experience of their hardware and software products.

Responsibilities:

• Developing and maintaining a comprehensive understanding of their product portfolio, including hardware, software, and associated workflows.
• Taking charge of device installations and upkeep within their showroom, as well as providing hands-on assistance to distributors during customer installations.
• Delivering thorough training sessions to dealers and end users, both onsite and remotely, to ensure proficiency in installation procedures and ongoing maintenance practices.
• Providing responsive and effective remote troubleshooting and after-sales support via email and phone, addressing technical queries, usage guidance, and maintenance assistance for our hardware and software solutions.
• Ensuring accurate documentation of all activities within our CRM system, following instructions from superiors, and generating technical documents tailored to the needs of dealers and end customers.
• Assisting in the preparation and execution of promotional events by setting up machines and providing technical expertise.
• Contributing to the pre-sales process by preparing samples and conducting engaging demonstrations of our products to potential customers.

Requirements:

• University degree in a related field.
• Proven experience and proficiency in installation, operating, troubleshooting, and maintaining CNC and milling machines in a customer service setting.
• Strong technical knowledge and understanding of programming and machining processes.
• Experience in providing technical support or customer service within the manufacturing or machining industry.
• Ability to interpret technical documentation, and excellent problem-solving skills and the ability to effectively communicate technical information to diverse audiences.
• Familiarity with computer-aided design (CAD) software and related tools.
• Proven ability to work independently as well as collaboratively within a team environment.
• Willingness to travel and assist customers throughout Germany.