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Helpdesk Technician

3 months ago

Daventry, United Kingdom Biesse Group Full time

In charge of Issue Resolution Process management, securing technical support to customer and field service engineers to increase equipment up time while proactively delivering best response time and best time to fix issues.

KEY RESPONSIBILITIES

Manage all request of technical support on Biesse equipment via phone and/or Remote (Teleservice Connection) Assistance to face customer issues Drive Trouble shooting, including escalation and follow up to the right expertise in case of need, to minimize down time and to eradicate the problem. Support Sophia platform evolution and proper usage for customer connected Classify the request and details the need to support other department involved (spare parts, O&U, Technical dpt), securing right knowledge mgt process and Business Intelligence performance report; Generate Trouble shooting Knowledgebase e FAQ Define short and fast possible temporary solutions allowing customer to run production while final solution requires deeper analysis; Inform and teach Customer following up the issue until complete solution is delivered Clarify warranty cases with customer and spare parts department to secure right issue management across organization Support Customer, when applicable, on CAD/CAM programming (office workstation machine workstation) Support field service engineers on trouble shooting, electronic and software device check and programming Support on electronic device programming/setup ((inverter, PLC, Personal Computer, etc….) Coordinate issue escalation between customer and other Biesse functions involved (Software House and/or Technical departments) for specific cases and applications

11. Coordinate distribution of key information’s related to new product technical functionalities to field service engineers

12. Available to travel on site to manage specific problem or for training with experiences technicians.