Hardware and Software Support - Milan based
Descrizione dell'offerta
Hardware and Software Support - Milan based
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We are constantly looking to add to our core talent. If you are seeking a career that is challenging and rewarding, a work environment that is diverse and dynamic, look no further — Haemonetics is your employer of choice.
Job Details
As a key member of our product support team, you will be the first point of contact for customer inquiries and technical issues, playing a vital role in delivering high-quality service and support throughout the product lifecycle with focus to our Italian and French market.
Key Responsibilities
- Customer Interaction & Issue Resolution: Provide first-level support via phone and remote tools for HAE application and hardware-related issues reported by customers or internal stakeholders. Resolve majority of incoming support calls; expedite unresolved issues to Level 2. Maintain positive customer experience with clear professional communication.
- Technical Support & Troubleshooting: Diagnose and resolve application, hardware, and software issues remotely using remote access tools. Collaborate with internal teams and follow escalation procedures. Coordinate with field staff, software developers, and hardware suppliers for on-site support. Maintain hotline schedule for full coverage and coordinate departmental duties.
- Service Coordination: Coordinate and assign service requests to Haemonetics field service teams and third-party service providers. Ensure timely execution of service orders and monitor progress to maintain service quality and customer satisfaction. Handle spare parts for 3rd Party in ERP system.
- Process Improvement & Customer Satisfaction: Contribute to continuous improvement of support processes. Support and contribute to customer operations activities throughout the product lifecycle. Drive achievement of customer satisfaction KPIs through proactive service, collaboration, and process optimization.
- Documentation & Communication: Accurately log all support interactions in the Haemonetics helpdesk ticketing system in a timely manner. Keep customers informed throughout the resolution process and ensure all issues are closed satisfactorily.
Education
- Engineering or Technical education
Experience / Qualifications
- Minimum 1 to 2 years of experience working in a customer service capacity
- Experience with Microsoft desktop and Windows server operating systems
- Experience in medical industry is a plus
- Basic knowledge of IT and Network functionality is a plus
- Excellent customer service skills developing and maintain good working relationships with customers
- Fluency in Italian and French with excellent written and spoken English language skills are mandatory
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