Position Overview
We are looking for a
Technical After Sales Support
to deliver
high-quality technical assistance
, ensure
customer satisfaction
, and support
continuous improvement
of our products and services. The position is based at our headquarters in Seriate (BG) and reports to the Help Desk Manager.
Key Responsibilities
* Manage technical support requests via ticketing systems, ensuring timely resolution and clear communication with customers.
* Provide remote after-sales technical assistance and collaborate with international Service Partners.
* Ensure correct application of warranty terms and assist customers in identifying and receiving the right spare parts.
* Collaborate with the Quality Department to report and analyze product non-conformities, supporting continuous improvement initiatives.
* Draft and update product manuals (user, configuration, installation).
* Keep customers informed about new documentation, firmware/software releases, bug fixes, and technical solutions.
* Support the implementation and optimization of remote assistance tools and digital platforms for ticket management and customer satisfaction analysis.
* Provide information for 8D reports, particularly for phase D2.
* Coordinate activities with the Repair & Maintenance section and Service Partners for effective issue resolution.
Requirements
* Degree or Diploma in a technical field.
* Minimum 5 years of experience in technical assistance on complex products.
* Strong problem-solving skills and proficiency in IT systems.
* English proficiency: at least B2 level.
* Excellent communication skills, adaptability, and ability to work in a team-oriented environment.
* Stress tolerance and creativity in finding solutions.
Nice to have:
* Basic knowledge of DMX control systems and technical drawing software.