Technical Customer Care (Hardware)

Rockwell Automation is a global technology leader focused on helping the world’s manufacturers be more productive, sustainable, and agile. With more than 28,000 employees who make the world better every day, we know we have something special. Behind our customers - amazing companies that help feed the world, provide life-saving medicine on a global scale, and focus on clean water and green mobility - our people are energized problem solvers that take pride in how the work we do changes the world for the better.

We welcome all makers, forward thinkers, and problem solvers who are looking for a place to do their best work. And if that’s you we would love to have you join us!

Job Description

Something about ASEM

Founded in 1979, ASEM has actively participated in the evolution of digital information technologies and today we operate in the markets of Industrial Automation, Test, Measurement with a complete range of industrial PCs and monitors and a complete range of HMI, control, remote assistance, and Industrial IoT gateways, characterized by our own hardware, firmware, software, mechanical and system design capability.

Since 2020 we have been part of the American multinational group Rockwell Automation, a leading player operating in the industrial automation sector with headquarters in Milwaukee, Wisconsin (USA).

We are looking for a Hardware Customer Care Specialist to provide high-level technical support for industrial hardware platforms based on PC x86/x64 and ARM architecture. The role is responsible for managing post-sales customer support activities, troubleshooting hardware issues, and effective resolution of customer requests while collaborating with cross-functional teams.

You will report to the HW Customer Care Manager, and have a hybrid schedule working in Artegna, Italy.

Your Responsibilities:

• Provide technical support for hardware platforms based on PC x86/x64 and ARM architecture;
• Deliver professional post-sales customer support, ensuring customer satisfaction and the timely resolution of technical issues;
• Analyze hardware-related problems, identify root causes, and determine appropriate solutions;
• Manage customer support tickets, ensuring accurate documentation, tracking and closure of support cases;
• Coordinate with internal departments (Repairs, Engineering, Quality, Operations, Production, Sales, and Product Management) to ensure efficient handling of customer requests;
• Identify and recommend appropriate spare parts and replacement solutions.

The Essentials - You Will Have:

• Previous experience in the industrial automation sector;
• At least 3 years of experience in technical customer support, hardware troubleshooting, or after-sales service;
• Knowledge of Microsoft Windows and Linux operating systems;
• Knowledge of computer networks and industrial fieldbus technologies;
• Familiarity with CRM and ticketing systems;
• Knowledge of SAP (preferred);
• Interpret technical documentation, schematics, and product specifications;
• Customer-oriented mindset;
• Experience documenting customer issues in detail, and reporting skills;
• Experience handling support requests from a variety of different channels, identify critical issues;
• To problem solving and continuous improvement;
• Knowledge of the English and Italian languages;
• Team player with collaboration skills.

What We Offer:

Our benefits package includes …

• Volunteer Paid Time off available after 6 months of employment for eligible employees
• Company volunteer and donation matching program – Your volunteer hours or personal cash donations to an eligible charity can be matched with a charitable donation.
• On-demand digital course library for professional development
• Comprehensive mindfulness programs with a premium membership to Calm
• Employee Assistance Program
• Personalized wellbeing programs through our OnTrack program

The salary range for this position is between 36.000,00 – 54.000,00 EUR annual, this includes all bonuses.

At Rockwell Automation we are dedicated to building a diverse, inclusive and authentic workplace, so if you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right person for this or other roles.

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Rockwell Automation’s hybrid policy aligns that employees are expected to work at a Rockwell location at least Mondays, Tuesdays, and Thursdays unless they have a business obligation out of the office.