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Job Description
Kerakoll aims to offer the world better living spaces by collaborating with passionate individuals. We dedicate time and resources to recruiting motivated, responsible, and dynamic talents who look to the future. We foster workplaces based on flexibility, trust, and autonomy.
Kerakoll is a Benefit Corporation and in 2023 achieved B Corp certification, demonstrating our commitment to creating value through projects that protect the environment, people, and communities.
Who We Are Looking For
A Senior Technical Customer Service professional to join our Technical Customer Service team. The role involves providing specialized, effective, and timely remote technical support to clients and our sales network, promoting correct and comprehensive use of our solutions.
The senior role involves continuous improvement of technical services and managing complex cases. It collaborates closely with Product Marketing, Safety, and Marketing teams to ensure technical support aligns with company standards, and helps maintain consistent technical communication and product promotion.
The role also interfaces with sales, installers, designers, and private clients, providing technical assistance and tailored consultancy based on specific needs. Additionally, it involves preparing customized technical reports for design studios, analyzing technical documentation and tenders, and supporting the identification of design constraints or opportunities. Contributions include small software configurations and developments used for technical management and reporting.
Specific Responsibilities
* Manage complex technical assistance requests from clients and sales remotely.
* Draft detailed technical reports following analysis or support activities using internal and commercial tools, including calculations related to products and systems.
Interdepartmental Collaboration
* Work with R&D, Quality, Product Marketing, Safety, and Marketing to handle non-conformities, update technical documentation, and validate products.
* Contribute to continuous product improvement through structured feedback.
Training and Skills Development
* Support onboarding and ongoing technical training for new colleagues.
* Assist in drafting and updating technical manuals, FAQs, and internal training materials.
Technical Knowledge Management
* Keep internal technical documentation updated and contribute to standardizing support processes.
* Identify and document recurring cases to enhance the company knowledge base.
Software Configurations and Customized Support
* Perform configurations and developments on company software used for technical support and data processing, collaborating with IT and external suppliers.
* Prepare customized technical documentation for design studios.
* Analyze technical documentation and tenders, supporting the identification of technical constraints or opportunities.
Requirements
* Diploma or degree in a technical field (preferably Chemistry, Engineering, or related).
* At least 5 years of experience in technical assistance roles, preferably in construction, chemical industry, or technical offices.
* Experience managing complex technical cases independently.
* Excellent communication and relational skills.
* Autonomy in managing priorities and resolving cases.
* Analytical approach and results-oriented mindset.
* Deep knowledge of product lines and practical applications.
* Proficiency in IT tools, including CRM, ticketing systems, and customized company software.
* Ability to produce professional technical documentation.
* Experience with tender and contract document management is a plus.
The job location is at Kerakoll's headquarters in Via dell’Artigianato 9, Sassuolo (MO).
What We Offer
Professional growth opportunities and continuous training in marketing.
A stimulating, dynamic, and evolving work environment where innovation is central.
Working at Kerakoll
Kerakoll values intellectual capital as key to excellence and competitiveness. Our human resources are strategic for success: working in teams, being agile, young, flexible, and courageous.
We promote an inclusive, responsible culture that centers on people, valuing diversity and meritocratic policies that highlight individual qualities.
Join us!
Senior level
Full-time employment
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