Hardware And Software Support - Milan Based
Haemonetics
Product Support Specialist
As a key member of our product support team, you will be the first point of contact for customer inquiries and technical issues, playing a vital role in delivering high-quality service and support throughout the product lifecycle with focus to our Italian and French market.
Key Responsibilities:
Customer Interaction & Issue Resolution: Provide first-level support via phone and remote tools for HAE application and hardware-related issues reported by customers or internal stakeholders. Personally resolve the majority of incoming support calls; escalate unresolved issues to appropriate Level 2 resources. Ensure a positive customer experience by acting as the central point of contact and maintaining clear, professional communication.
Technical Support & Troubleshooting: Diagnose and resolve application, hardware, and software issues remotely using a variety of remote access tools. Collaborate with internal teams and follow escalation procedures to ensure timely resolution of complex cases. Coordinate with field staff, software developers, and hardware suppliers when on-site support is required. Maintain the hotline-staffing schedule to ensure full coverage at all times and coordinate various departmental administrative duties, as needed.
Service Coordination: Coordinate and assign service requests to Haemonetics field service teams and third-party service providers. Ensure timely execution of service orders and monitor progress to maintain service quality and customer satisfaction. Handling spare parts for 3rd Party in our ERP System
Process Improvement & Customer Satisfaction: Actively contribute to the continuous improvement of support processes. Support and contribute to customer operations activities throughout the product life cycle. Help drive the achievement of customer satisfaction KPIs through proactive service, collaboration, and process optimization.
Documentation & Communication: Accurately log all support interactions in the Haemonetics helpdesk ticketing system in a timely manner. Keep customers informed throughout the resolution process and ensure all issues are closed satisfactorily.
Education:
Engineering or Technical education
Experience / Qualifications:
Minimum 1 to 2 years of experience working in a customer service capacity
Experience with Microsoft desktop and Windows server operating systems
Experience in medical industry is a plus
Basic knowledge of IT and Network functionality is a plus
Excellent customer service skills developing and maintain good working relationships with customers
Fluency in Italian and French with excellent written and spoken English language skills are mandatory