Service Technician (Field & Remote)

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

Requirements:

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.).

We offer:

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.