Technical Support Engineer - Italian Speaker

What You’ll Do

The primary function is to provide technical support (pre-sales, commissioning and after sales) to internal and external customers and/or the sales organization by acting as a primary point of contact on several channels: telephone, e-mail, web ticket, and chat for EATON Electrical division. The main activities to be covered are related to EATON solutions for residential and commercial market.

The Technical Support Engineer act as a fist point of escalation for inquiries and troubleshooting on hardware and software cases, starting from commissioning resolutions, pre-sales and post-sales inquiries. Support the process documentation and knowledge sharing sessions, tools deployment and contribute to increase the customer satisfaction and the technical knowledge within the team.

Main Responsibilities

• Provide technical support (hardware and software) related to EATON portfolio for a defined product division via phone/email/webchat etc.
• Assist customers to resolve hardware & software issues which might involve escalations to L2 and above technical support engineers, R&D and Product Managers.
• Actively contribute to the effective organization and daily delivery of all aspects of the technical support tasks through various resources - people, process and technology.
• Drive customer loyalty through quality of service, improved value and through a high performance culture.
• Provide support in follow up the installed base and track the commissioning with creation of daily/weekly/monthly team reporting tools.
• Participate on CI projects and initiatives to increase productivity and add value from team and BSC activities.
  
  
  

Qualifications

• Electrical/Electronic Technician, Computer Science / Engineering
• Preferable to have some experience in the area of power distribution / industrial automation. Fresh graduates are also welcome.
• Fluent verbal and written Italian and English language skills
  
  
  

Skills

• Good understanding of electrical products and applications.
• Analytical mindset, communication skills, problem solving, IT skills
  
  
  

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