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Company Overview
Position Overview
Requirements:
Key Responsibilities and Experience:
* Take ownership of a variety of cases, including escalations, to ensure timely responses and resolutions.
* Utilise the internal GIS knowledge base to deliver consistent, high-quality answers to customers.
* Create new knowledge articles on topics where articles do not currently exist.
* Monitor support cases against SLAs, ensuring GIS meets its service commitments.
* Provide customer and management reports to support Key Account Managers in their customer-related activities.
* Support colleagues with their cases and/or testing.
* Actively learn about GIS products and services to stay up-to-date on new developments.
* Escalate critical customer incidents in line with GIS processes to optimise customer satisfaction.
* Build strong relationships with customers and Key Account Managers to support a 360-degree view of the customer.
* Actively participate in improving the usability and reliability of GIS products.
* Seek to become a Subject Matter Expert (SME) in key areas of support, document findings, and train team members accordingly.
* Train new or junior team members on qualified topics.
* Proactively contribute to continuous improvement, optimising the Salesforce platform for efficiency and improved customer experience.
* Manage internal requests for Salesforce support, including report writing, profile, or role issues.
* Scope, test, and deploy Salesforce improvements in line with the overall Salesforce strategy.
* Contribute to the success of the business and assist in improving the overall customer experience.
* Maintain personal competency and enhance professional growth and development through continuous training, education, conferences, and networking.
Essential skills and experience:
* Previous experience in providing customer support/service to clients.
* Experience in the industrial inkjet printing market.
* Experience with software systems used for customer support and case management such as Salesforce or equivalent software platforms
* Ability to build strong relationships with customers and internal colleagues.
* Proficient in using Windows PCs, with the ability to install software, check driver versions, collect crash dumps, and check specifications.
* Competence in Microsoft Office software.
Desirable skills and experience:
* Education to degree level, preferably in STEM topics.
* ITIL Service Delivery qualification.
* Understanding of Digital printing technology.
* Understanding of Colour Management.
* Basic understanding of electronics.
* Ability to use an Oscilloscope/DVM.
* Understanding of some software languages: C++, C#, Python.
* Additional spoken language proficiency.
Offer:
* Pension contributions.
* Private health insurance.
* 3 x Life insurance.
* Company-funded staff kitchen with snacks, chocolate, drinks, and fruit.
* Company-funded social events.
* Company-funded Charity Committee.
* 25 days of annual leave.
* Cycle-to-work scheme.
* Tastecard Membership
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