Service Technician
Pubblicato il 16-10-2026 - Plasser Diagnostics in Monza
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 fro