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Technical Support Specialist

2 months ago

Daventry, Northamptonshire, United Kingdom Biesse Group Full time

Role Overview: Responsible for managing the process of resolving technical issues, providing support to customers and field service engineers to enhance equipment availability while ensuring optimal response and resolution times.

Key Responsibilities:

  • Oversee all requests for technical assistance on Biesse machinery through phone and/or Remote Assistance to address customer concerns.
  • Facilitate troubleshooting efforts, including escalation and follow-up with the appropriate experts to reduce downtime and eliminate issues.
  • Assist in the development and proper utilization of the Sophia platform for connected customers.
  • Organize requests and detail requirements to support other departments (spare parts, operations, technical department), ensuring effective knowledge management and performance reporting; create troubleshooting knowledge bases and FAQs.
  • Identify and implement quick temporary solutions to allow customers to maintain production while a comprehensive solution is being analyzed; provide guidance and follow-up until the issue is fully resolved.
  • Clarify warranty situations with customers and the spare parts department to ensure effective issue management across the organization.
  • Provide support to customers, when necessary, on CAD/CAM programming for office and machine workstations.
  • Assist field service engineers with troubleshooting, electronic checks, and software programming.
  • Support the programming/setup of electronic devices (inverters, PLCs, personal computers, etc.).
  • Coordinate issue escalation between customers and other Biesse functions involved (software house and/or technical departments) for specific cases and applications.
  • Disseminate key information regarding new product technical features to field service engineers.
  • Willingness to travel on-site to address specific issues or for training with experienced technicians.