Specialist Support ManagerThe Technical Support Specialist team has different main lines of activity: receiving and answering technical queries regarding product selection, configuration and usage; suggesting the most efficient usage for specific custom applications; troubleshooting hardware or software issues; developing special software for custom applications; help in specifying and testing new products under development; running regular training sessions.
Visiting customers may be sometimes required.The Technical Support Manager leads a very experienced and highly specialized Support Specialist team in assisting Datalogic internal and external customers using Factory Automation Industrial Scanner and is the team reference for the more complex problems and applications, is involved in everyday work being able to carry on personally most of the activity of the team, and coordinates the teamwork assigning and prioritizing individual tasks and processes.Main responsibilities:Managing the Technical Support Specialist team, ensuring processes are dealt with correct priority and in a timely manner.Analysing, diagnosing and supplying workaround or solutions for the complex technical issues found in the field (reported by application engineers, field engineers, local tech supports or direct customers) for SIS products; test software applications and device configurations in order to replicate issues reported, setting up the related equipments.Cooperate with R&D and Quality in analyzing and solving product issue, providing a timeline for the fix and following up with clients to ensure the problem is solved.Develop and/or manage the development of product customizations based on customer project needs.Support customer beta tests for new products or new applications based on new products.Meet regularly with the R&D teams for testing, maintenance and information about customizations requiring R&D support.Prepare Technical documentation to be distributed to the field, like Technical Notes/Bulletins, or training material.Plan and regularly provide technical trainings to Sales Application Engineers, Technical Support, Field Engineers and Partners/Customer.Test software applications and device configurations in order to replicate issues reported, setting up the related equipments.Requirements:Education: Degree in Engineering (Computer Science / Electronic)Languages: Italian and EnglishYears of Experience: 7 - 10 years in hardware or software industrial electonics, customer support or product development;Nice to have: 2-3 years supporting or developing industrial application like barcode readers, sensors or vision system.Required Skills:Problem solving and Customer oriented approach;Ability to travel internationally;Good written and verbal communication;Microsoft office products such as Dynamics, Excel and PowerPoint;Very good knowledge of Windows and Linux OS.Nice to have: Knowledge of C/C++, Java programming and debugging techniques; Familiarity with modern software engineering tools to facilitate maintainable and extendable software (examples are IBM Rational Jazz, GIT, Cygwin or similar engineering software tools.).
#LI-IC1Requisition ID10083- Posted07/23/2024-Monte San Pietro-Italy-N/A-