As a 3D Remote Support Engineer you will work across the different support functions defining the end-to-end activity leading to the right customer solution.

Your primary roles are to:

- Provide expert support to remotely resolve hardware and/or software technical issues and application problems for our customers.
- Trigger an onsite interaction in case the issue cannot be fixed remotely. Right diagnosis and parts identification are key to ensure proper handover to the Field Services Engineer.
- Keep customers informed of the status of their case, elevating issues as needed within the Graphics Services and Support Organization and ensuring that Service Level Agreements are met.
- Document case history and interactions with customer in our Customer Relationship Mgmt. SW (CRM) to ensure proper handover to field, product/case history tracking and reporting. (Issue, Customer Inputs, Data Gathered, Troubleshooting performed, Diagnostic, Parts Dispatched, Contacts / Follow ups with customer, etc.)
- Contribute to maintain the Knowledge Mgmt. System (KMS) sharing the knowledge with the rest of the organization.
- Assist Care Center Agents and Customers on subjects such as product features, specifications, parts info and compatibility, maintenance routines, educational programs and technical aspects in general, based on customer entitlement.
- Assist Field Service Engineers during onsite troubleshooting in case of need.

We offer

-Full-time, 39 hours/week, and long-term contract
-Schedule: Monday to Friday, from 02 am to 11 am (Night shift)
-Salary: from 28.000 to 33.000 Euros gross/year depending on experience
-Opportunity to grow in an international company

Skills Required
- This position requires solid technical skills, in order to understand/troubleshoot complex printer & system issues, along with communication skills, needed to manage interactions with customers.
- Native Japanese
-Fluent English