Technical Support Specialist

2 weeks ago

Daventry, Northamptonshire, United Kingdom Biesse Group Full time

**Job Summary**

As a Technical Support Specialist at Biesse Group, you will play a critical role in ensuring the optimal performance of our equipment. Your primary responsibility will be to manage the Issue Resolution Process, providing technical support to customers and field service engineers to minimize downtime and maximize equipment uptime.

**Key Responsibilities**

  • Manage all technical support requests on Biesse equipment via phone and/or Remote Assistance to address customer issues promptly.
  • Drive troubleshooting, including escalation and follow-up, to minimize downtime and eradicate problems efficiently.
  • Support the evolution of the Sophia platform and ensure its proper usage by customers.
  • Classify requests and detail the need for support from other departments (spare parts, O&U, Technical department), ensuring accurate knowledge management and Business Intelligence performance reporting.
  • Develop temporary solutions to enable customers to continue production while final solutions are being analyzed.
  • Inform and educate customers on the issue resolution process until a complete solution is delivered.
  • Clarify warranty cases with customers and the spare parts department to ensure seamless issue management across the organization.
  • Provide support to customers on CAD/CAM programming (office workstation machine workstation) when necessary.
  • Support field service engineers on troubleshooting, electronic and software device checks, and programming.
  • Support electronic device programming and setup (inverter, PLC, Personal Computer, etc.).
  • Coordinate issue escalation between customers and other Biesse functions involved (Software House and/or Technical departments) for specific cases and applications.
  • Coordinate the distribution of key information related to new product technical functionalities to field service engineers.
  • Be available to travel on-site to manage specific problems or provide training to experienced technicians.

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