Service Technician
Pubblicato il 03-10-2026 - Plasser Diagnostics in Firenze
Main responsibilities
In addition to routine and non-routine maintenance, the successful candidate will be responsible for:
-
Customer management
portfolio management: proactively managing a group of assigned customers, becoming their primary point of contact for technical or service requirements;
technical relationship management: nurturing the relationship over time, with a thorough understanding of the systems’ history and the specific needs of customers in the portfolio;
Coordination of interventions: supervising the resolution of customer issues; should assistance or an on-site visit be assigned to another colleague, the account manager retains overall control of communication and ensures the
ticket is closed to the customer’s satisfaction;
Monitoring customer satisfaction: periodically analysing the performance of services provided to their customers and proposing any improvement plans.
- Field Service
installation and commissioning: supporting the commissioning of new equipment and systems at the customer’s premises;
preventive and corrective maintenance:
carrying out hardware and software interventions to ensure that functionality is restored as quickly as possible;
Advanced diagnostics: analysing faults and anomalies using diagnostic tools, system log analysis and specialist equipment.
Support and management (remote & back-office):
First-level helpdesk: providing remote technical support (telephone/email/ticket) for the rapid resolution of minor issues;
customer training: train the customer’s staff on the correct use and first-level maintenance of the equipment supplied;
system monitoring: monitor the status of equipment via remote monitoring platforms to prevent potential system downtime.
- Documentation and quality
technical reporting: drafting accurate and timely service reports, whilst updating the company database and knowledge base (FAQ/Wiki);
feedback to engineering teams: reporting recurring issues or suggestions for product improvements arising fr