Service Technical Support Specialist - Pompe Di Calore E Sistemi Ibridi

Your Mission

Within the service team, you will be responsible for technical support for heat pumps and hybrid systems, both in domestic and commercial environments. You will ensure high standards of efficiency and quality in technical assistance service, handling and resolving reports and complaints from the market.

You will be involved in telephone support activities through the technical help desk and can also contribute to the training of the service network and installers, delivering courses in the classroom or online. Your role will be fundamental to ensure that customers, technicians, and colleagues have the necessary skills to use and maintain products effectively and professionally. If necessary, interventions may also be required at the customer's site on products within your competence.

You will report to the Service Training & Support Team Manager and collaborate closely with colleagues from the Help Desk, Training Center, and Service Directorate.

Main Responsibilities

• Collect and register complaints and technical reports in company systems, analyzing them to identify quick and effective solutions.
• Provide telephone support to the technical help desk as a Product Specialist for managing issues reported by the Service Network.
• Improve and update technical documentation for the service network (manuals, presentations, software, and applications).
• Design, update, and deliver technical training courses (in-class and e-learning) for service centers, installers, and internal colleagues.
• Carry out technical visits and inspections at customers or to support external technicians, to analyze malfunctions and cases of defectiveness.

You Are The Right Person If:

• You have excellent communication and relationship skills.
• You are organized, precise, and problem-solving oriented.
• You enjoy working in a team and collaborating with colleagues and partners.
• You have proficiency in Microsoft Office (PowerPoint, Word, Excel).
• You have a good knowledge of the English language.

Requirements

• Experience in the sector and knowledge of the relevant products for at least 2 years.
• Technical degree (diploma and/or university degree).
• F-Gas license (optional but recommended).

This announcement is addressed to candidates of both sexes (L. 903/77 and L. 125/91) and to people of all ages and nationalities (D.Lgs. 215/03 and 216/03).

At BDR Thermea Group, we believe that diversity, equity, and inclusion (DE&I) are critical to our success. We are committed to creating a workplace where every potential future employee feels valued, respected, and empowered to bring their whole selves to work. Please check out our DE&I policy on our website to find out more.