Job Responsibilities

1. Work with overseas sales to conduct on-site or video field survey of customer workplace, and provide site improvement proposal； 2. Conduct equipment installation, testing and commissioning; 3. Provide full process training to client including scanner operation, software operation, and 3D printer operation; 4. Provide technical assistance and support for incoming questions and issues. Walk customers through troubleshooting process; 5. Follow up with customers, provide feedback and see problems through to resolution; 6. Ensure proper recording, documentation and closure of all incidents; 7. Develop service procedures, policies and standards for Technical Support, implement processes needed to delight our customers; 8. Manage day-to-day service activities; 9. Recruit, lead, mentor, motivate and develop Technical Support Specialists to ensure we provide world class service and support; 10. Track, monitor, report and analyze Technical Support and customer success metrics, highlighting trends and outlining next steps;

Job Requirements

1. Bachelor degree in engineering or above; 2. Fluent in Italian； 3. Able to travel overseas; 4. Not less than 1 years’ experience in technical support environment; 5. Proven ability to manage and lead team; 6. Skilled in using CAD, can understand the schematic diagram, understand PLC, have advanced electrician certificate is preferred; 7. Excellent customer-facing / interpersonal skills with strong business sense; 8. Excellent listening and presentation skills; 9. Advanced troubleshooting and multi-tasking skills; 10. Able to quickly and effectively learn Heygears technology; 11. Able to be flexible with dynamic, growing company.

Required Languages

Italian, English