Technical Customer Engineer

Nordson Packaging, a global leader in precision dispensing, fluid management, and related technologies, is seeking a highly motivated and talented Technical Customer Engineer to join our team in Italy. We are committed to creating a diverse and inclusive workplace, and we are looking for candidates who share that same commitment.  

Summary of the role

The Technical Customer Engineer is responsible for providing on-site technical support, installation, maintenance, and troubleshooting services to customers throughout the North-West Piedmont region of Italy.

Working directly with customers, this role ensures the reliable operation and optimal performance of packaging equipment and systems, resolves technical issues efficiently, and delivers a high level of customer satisfaction.

The position requires strong technical expertise, a customer-focused approach, and frequent travel within the assigned territory.

In addition, the Technical Customer Engineer II collaborates closely with the Sales Team to identify service opportunities and contribute to the achievement of Service revenue and budget targets, supporting business growth and customer retention.

Role and Responsibilities

• Provide on-site technical support and service activities at customer locations throughout the North-West Piedmont region.

• Install, configure, maintain, and repair company equipment and systems according to established procedures.

• Diagnose and resolve hardware, software, and system-related issues in a timely manner.

• Document service activities, maintenance actions, and technical findings in accordance with company requirements.

• Manage customer service requests and effectively prioritize activities to meet service commitments.

• Collaborate closely with the Sales Team to identify service opportunities and achieve Service revenue and budget targets, supporting business growth and customer satisfaction.

• Establish and maintain strong customer relationships through professional communication and high-quality service delivery.

• Provide technical guidance and basic user training as needed.

• Ensure compliance with safety regulations, quality standards, and company policies while performing field activities.

• Maintain company tools, equipment, and service inventory in good working condition.

• Identify recurring issues and recommend improvements to enhance product performance and customer satisfaction.

Skills and Qualifications

• Electrician or electrical engineer or equivalent education and work experience ideally in the packaging industry.

• 3-5 years successful experience in industrial service or equipment installation is required.

• Experience with PLC troubleshooting required.

• Strong technical troubleshooting and analytical skills with the ability to diagnose and resolve complex equipment and system issues.

• Solid understanding of electromechanical, electronic, computer, and network-based systems.

• Ability to read, interpret, and apply technical documentation, manuals, and service procedures.

• Strong customer service orientation with the ability to build and maintain effective customer relationships.

• Excellent verbal and written communication skills both Italian and English

• Ability to work independently, manage multiple priorities, and make sound decisions in a fast-paced field environment.

• Strong organizational and time management skills

• Proficiency in Microsoft Office applications, SAP C4C, and other service management and customer relationship management (CRM) tools.

• Ability to collaborate effectively with cross-functional teams, including Technical Support, Engineering, Operations, and Sales.

• Adaptability and willingness to learn new technologies, products, and procedures.

• Ability to identify service business opportunities while supporting customers in the field.

Travel requirements

• This position involves an estimated 70–80% travel commitment across the assigned North-West Piedmont territory.

• Willingness to travel and support customers outside the designated territory based on business requirements, customer needs, and operational priorities, including periodic international travel.

• Willingness to travel overnight as needed to maintain high service levels and ensure prompt customer support.