Remote Support Engineer
Who we are
We are a material company, focused on the innovation, development, and production of advanced materials and technologies. We are the living part inside products, we understand, characterize, manipulate, shape and integrate materials, unlocking extraordinary properties. Our extensive portfolio ranges from ultra-high vacuum and metallurgy technologies, to chemical platforms and sub-microscopic materials. Our products find applications in diverse industries, including semiconductor manufacturing, medical device production, food industry, and aerospace. At SAES, we take pride in our technological diversification and our ability to endlessly innovate. This drives our commitment to ensure that futurized materials will enable circularity and preservation of our planet.
Role Description
You will be part of the High Vacuum Division, contributing to the development and success of customer relations. In this role, you will support the Business Managers in understanding and promptly addressing customer requests and complaints, helping to enhance our service quality and overall customer satisfaction.
Key Responsibilities:
As a customer support specialist, it is requested to organize and track all customer requests and complaints, ensuring accurate follow-up and proactive management throughout the complaint lifecycle.
You will manage the post-sales support fulfilling all the customers’ requests of technical support concerning:
- Complaints on pumps/accessories: manage the complaint both internally (coordinating the inspection activity with Quality and Operations) and towards the customer, making sure to meet the customer satisfaction, and at the same time ensuring that any systematic product issue is taken care of and fixed through the activity of the engineering, quality and production teams.
- Requests of remotely support related to the basic operations of pumps and controllers (operative manuals, activation procedures, tech specs, etc…).
- Requests of providing documentation like drawings, data sheets, specifications, and also environmental certifications to be produced by the SAES Environmental and regulatory office.
Qualifications and Skills
- High School Diploma from a Technical Industrial Institute (electronic/electrotechnical specialization preferred)
- Excellent knowledge of English, both business and technical
- At least 3 years of experience in post-sales support, technical customer service, or similar roles, preferably in industrial/manufacturing companies
- Knowledge of CRM systems (Salesforce is a plus)
- Customer and results oriented: ability to understand customer needs and problems and provide fast and effective solutions
- Proficiency in Microsoft Office
- Excellent interpersonal and communication skills
- Accuracy, organizational skills, and attention to detail
Location:
Lainate (Milan, Lombardy, Italy)
What we offer
- Full-time, permanent contract with salary commensurate with experience.
- A possible hybrid work arrangement: on-site presence and remote work.
- Access to company benefits
Our Commitment to Diversity:
At SAES Getters, we are committed to fostering a workplace that embraces all aspects of diversity and inclusion and where practices are equitable to ensure our people experience a sense of belonging. We respect and demand respect for all forms of culture, religion, gender identity, and personal preferences. We do not tolerate discrimination of any kind. You will be encouraged to bring your whole self to work and be supported to perform at your best.