**Scope**
- Provide remote support to customers experiencing technical issues (hardware or workflows) or software related issues for the full DS equipment portfolio with focus on digital range (CADCAM/CBCT/IOS)
- Provide customer with technical and/or educational information for all DS equipment portfolios (CADCAM/DI & Imaging)
- Provide escalation (Corporate Technical Team) or resolution route (Dealer Partners) for customer
- Update dealers & third parties on customer issues and/or required follow up
**Key responsabilities**
- Be the 1st point of contact for remote support tasks including
- issue assessment (obtain customer issue description and identify faulty component)
- troubleshoot digital issues (incl.
documentation) and carry out customer consultation via phone and Teamviewer
- assess technical installation feasibility & provide customer consultation
- Capture all technical and customer information in Siroforce (ticketing tools)
- Able to analyze and identify and resolve (if remote) all customer problems
- Able to implement next steps needed to resolve issues (Software support, Technical engineer, Dealer partner)
- Follow up on customer resolved issues
- Maintain library of technical information incl.
updating/creating error trees as part of the continuous improvement process
- Advise customer/wholesalers of spare parts to order
- Advise C/S of spare parts to order for field engineers
Technical Support Specialists - Verona|Importante multinazionale operante nel settore biomedicale
**Education**:
Degree
**Years and type of experience**:
- Several years of call center / customer facing experience
- Previous experience in Technical Sales Support / Customer Service background or similar
- Good understanding of clinical workflows in practices
- Experience with digital equipment, CADCAM technology preferred
- Experience in dealing with customers
- Product and industry knowledge
- Ability to provide technical and customer service support
- Excellent local language skills + optional English (spoken & written)
- Required Computer Skills:
Contact Management Systems
Order Processing Systems
Microsoft Office: Word, Excel and PowerPoint
- Remote PC support software e.g.
Teamviewer
Importante multinazionale operante nel settore biomedicale
We offer a permanent contract, health and insurances, ticket meal.
Technical Support Specialists - Verona