Technical Support Engineer (Customer and Staff Trainer))

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Job Overview

The Technical Support Engineer (Customer and Staff Trainer) at Datalogic plays a pivotal role in ensuring client satisfaction by providing expert technical assistance and comprehensive training to both customers and internal staff. This position demands a blend of technical knowledge and effective communication skills, facilitating the efficient management of technical inquiries, problem resolution, and the delivery of tailored training sessions. The ideal candidate will engage with a diverse range of technologies and maintain a proactive approach to support and education, contributing significantly to the overall success and efficiency of Datalogic's operations.

Job Responsibilities

• Provide technical support for Datalogic products to customers and staff members through various channels, including phone, email, and onsite visits.
• Develop and deliver training programs for customers and internal staff, ensuring a thorough understanding of Datalogic's products and services.
• Diagnose and troubleshoot technical issues arising from Datalogic systems and software, devising effective solutions in a timely manner.
• Create and maintain comprehensive documentation of support cases, including solutions, procedures, and customer interactions.
• Collaborate with engineering and product development teams to provide feedback on product performance and customer satisfaction.
• Participate in the development and improvement of training materials, including manuals, presentations, and online content.
• Assist in the onboarding of new staff members by providing essential technical knowledge and training in Datalogic systems.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Minimum of 2 years’ experience in technical support or a related role, preferably within a technology-centered company.
• Strong knowledge of computer systems, networking, and software applications relevant to Datalogic products.
• Excellent troubleshooting skills and a proven ability to diagnose complex issues efficiently.
• Exceptional communication and interpersonal skills, with the ability to explain technical concepts to non-technical audiences.
• Previous experience in a training or educational role is desirable.
• Proficiency in English; additional languages are an asset.

Technologies & Tools

The Technical Support Engineer will regularly utilize a variety of technologies and tools essential for providing efficient customer support and training. This includes customer relationship management (CRM) software, remote access tools for diagnostics, standard office software (such as Microsoft Office Suite and Google Workspace), and industry-specific applications used by Datalogic products. Familiarity with programming and scripting languages relevant to troubleshooting and support tasks will further enhance effectiveness in this role.

Ideal Candidates

Ideal candidates for the Technical Support Engineer (Customer and Staff Trainer) position exhibit a blend of technical proficiency and a passion for teaching and supporting others. They possess strong analytical skills, attention to detail, and the ability to work under pressure while maintaining a positive attitude. The best-fit candidates also demonstrate a commitment to continuous personal and professional development, are excellent team players, and maintain a customer-focused mindset. A proactive and adaptable approach to learning new technologies and methodologies is essential, as is a genuine desire to enhance customer and team success through effective training and support.