Remote Support Engineer

About the Company

We are a global leader in technology and services, powering the brands of the future. Across more than 70 countries, we support some of the world’s most well-known companies, helping them transform their businesses through cutting-edge technology and integrated solutions.

Role Description

As a Remote Support Engineer based on-site in Barcelona, you’ll become part of a dynamic team of game-changers shaping the future of global brands. You will provide expert support on industrial 3D printers and resolve hardware and/or software technical issues remotely.

Responsibilities

• Remotely resolve hardware and/or software technical issues and application problems for our customers.
• Trigger an onsite interaction (parts and/or FSE dispatch) in case the issue cannot be fixed remotely.
• Keep customers informed of the status of their case.
• Document case history and interactions with customer using CRM software to ensure proper handover to field, product/case history tracking and reporting.
• Contribute to maintaining the Knowledge Management System (KMS) by sharing 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.
• Assist Field Service Engineers during onsite troubleshooting in case of need.

What We Offer

• Full time 39 hours/week permanent contract.
• Shift schedule: Monday to Friday 12:00 to 21:00.
• Salary package: base salary of 20,000 euros gross/year + up to 4,000 euros gross/year in bonus.
• Private medical insurance.
• Restaurant card.
• Great office location in Barcelona, with hybrid work model.
• Full paid training on the company and the project you'll be working on.
• Career development programs and specialized courses.

Requirements

• A native or proficient level of English.
• Strong technical background with bachelor’s degree in Science/Engineering – preferably Mechanical, Industrial or Electrical Engineering – or equivalent.
• Ability to work collaboratively in an ethnically, linguistically, and culturally diverse environment.
• Excellent organizational skills; able to prioritize work in accordance.

Preferred Qualifications

• Experience in a customer facing role (onsite support, remote support or similar).
• Experience in Graphics Arts products and related technologies.
• Ability to follow and read electrical / electronic diagrams.
• Experience in Additive Manufacturing technology, 3D Modeling Software - Magics (Materialize) and NetFabb (Autodesk) and/or 3D printing workflows.