Service Technician (Field & Remote)

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 from field experience;
  spare parts management: monitoring and managing the stock of components and tools allocated for field assignments.

Qualifications: technical diploma (in mechanics, electrical engineering, electronics or IT) or at least 10 years’ equivalent experience;
Languages: knowledge of English (level B1 or above);
Willingness to travel frequently: mainly within Europe (short periods);
Category B driving licence: essential for travelling to customer sites;

Basic knowledge of electromechanics and reading circuit diagrams;
Familiarity with IT systems, LAN networks and the installation of software/drivers;
Basic use of measuring instruments (multimeter, oscilloscope, etc.).

a dynamic and stimulating working environment;
ongoing training;
company benefits: meal vouchers worth €7.00.

Working in Service at Plasser Diagnostics makes me feel truly useful, knowing that my work directly supports our customers and keeps their systems running efficiently.
It is a rewarding experience to solve challenges, provide support, and see the positive impact of our work every day.