Technical Customer Care Specialist (Hardware)

About the role

ASEM, a subsidiary of Rockwell Automation since 2020, operates in industrial automation, test and measurement, offering industrial PCs, monitors, HMIs, control and remote assistance systems and Industrial IoT gateways. It is looking for a Hardware Customer Care Specialist to provide high-level technical support for industrial hardware platforms based on PC x86/x64 and ARM architectures. The role manages post-sales support, troubleshoots hardware issues and resolves customer requests, reporting to the HW Customer Care Manager. It is a hybrid position based in Artegna, Italy.

Key responsibilities

• Provide technical support for hardware platforms based on PC x86/x64 and ARM architectures.
• Deliver professional post-sales support and resolve technical issues promptly.
• Analyse hardware problems, identify root causes and propose solutions.
• Manage support tickets, keeping them documented, tracked and closed accurately.
• Coordinate with Repairs, Engineering, Quality, Operations, Production, Sales and Product Management.
• Recommend spare parts and replacement solutions.

Required profile

• Previous experience in the industrial automation sector.
• At least 3 years in technical customer support, hardware troubleshooting or after-sales service.
• Ability to interpret technical documentation, schematics and product specifications.
• Experience documenting customer issues and handling requests from many channels, identifying critical issues.
• Problem-solving mindset and customer-oriented approach.
• English and Italian.

Required skills

• Microsoft Windows and Linux.
• Computer networks and industrial fieldbus technologies.
• CRM and ticketing systems.
• SAP (preferred).

What we offer

• Salary range of 36,000 to 54,000 EUR per year, including bonuses.
• Paid volunteer time off after 6 months for eligible employees.
• Volunteer and donation matching program.
• Digital course library and mindfulness programs with a premium Calm membership.
• Employee Assistance Program and wellbeing programs.