Tech Support Representative

French Native (C2) ENG

Location of the Offices Barcelona (ON SITE ROLE)

Schedules Monday to Friday: 09:00 18:00

Base Salary/Year 20 000 EUR

Benefits/Year Up to 4000 Performance Bonus per year

Relocation Up to 500 EUR flight assistance in finding accommodation

Proof ofEU right to work will be required for this role.

Tasks

Provide expert support to remotely resolve hardware and/or software technical issues and application problems for our customers

Trigger an onsite interaction (parts and/or FSE dispatch) in case the issue cannot be fixed remotely. Right diagnosis and parts identification are key to ensuring proper handover to the Field Services Engineer

Keep customers informed of the status of their case elevating issues as needed within the Graphics

Ensuring that Service Level Agreements are met

Document case history and interactions with customers. SW (CRM) to ensure proper handover to the field product/case history tracking and reporting

Contribute to maintaining the Knowledge Mgmt. 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 on Technical knowledge on HP 3D printing products and technologies and transmit this knowledge to our customers and peers.

Requirements

Strong technical background with a bachelors degree in Science/Engineering preferably Mechanical Industrial or Electrical Engineering or equivalent

Experience in a customerfacing role (onsite support remote support or similar) will be valued

Experience in Additive Manufacturing technology 3D Modeling Software Magics (Materialise) and NetFabb (Autodesk) and/or 3D printing workflows will be valued

Experience in Graphics Arts products and related technologies will be valued

Ability to follow and read electrical/electronic diagrams will be valued

Ability to work collaboratively in an ethnically linguistically and culturally diverse environment

Excellent organizational skills; able to prioritize work in accordance