Technical Support Manager

This is a fully remote position, open to applicants in Italy.

📋 Description

• Provide high-level technical support to Marmon Foodservice Technologies clients throughout Italy and the EIMEA region.

• Facilitate training sessions on technical equipment.

• Support the growth and management of designated service networks.

• Collaborate with Operations and Engineering teams to address product manufacturability and reliability challenges.

• Assist Marmon Link Procurement, eCommerce, and Customer Service departments within the EIMEA Technical Support Group.

• Offer technical assistance via phone, email, and in-person interactions.

• Create reports and conduct field-trip and service evaluations.

• Work alongside cross-functional teams to tackle challenges, enhance quality, and reduce warranty expenses.

• Oversee customer field-support operations, ensure effective information flow, foster relationship development, and deliver value-added services.

• Develop and manage Authorized Service Agents in the designated area.

• Promptly address complaints and resolve customer issues.

• Conduct technical training on MFT products and assist in creating market- and customer-specific documentation, such as presentations, troubleshooting guides, web forms, and videos.

• Coordinate with EIMEA Technical Support and Global Engineering teams on the development of training materials.

• Resolve field-related issues and collaborate with third-party suppliers as necessary.

• Provide reports at designated intervals and upon request.

• Travel throughout the EIMEA region and internationally as required.

⛳️ Requirements

• At least 3 years of experience in delivering technical support in the foodservice equipment sector.

• Proficiency in electronics and mechanical functions for troubleshooting purposes.

• Ability to read and comprehend technical documentation.

• Necessary qualifications to operate in the field in accordance with local EIMEA regulations.

• Experience in developing and providing technical knowledge and support to a demanding clientele.

• Excellent written and verbal communication skills.

• A mindset focused on continuous improvement, with innovative ideas and results-oriented solutions.

• Willingness to travel internationally as needed; prior international work experience is advantageous.

• Strong cultural awareness and adaptability.

• Capacity to handle multiple tasks, thrive in a high-paced environment, and meet deadlines despite frequent interruptions.

• Solid organizational skills with an ability to manage various projects and prioritize tasks effectively.

• Proficient in Microsoft Suite (Word, Excel, and PowerPoint) is essential.

• Self-management and self-motivation skills due to the remote nature of the position.

• Readiness and capability to travel internationally when necessary.

• Ability to lift weights between 20–35kg and work in different postures, including bending and stooping.

🏝️ Benefits

• Opportunity for a home-based work setup.

• Access to technical and diverse learning and working experiences.

• Training and meeting opportunities at customer locations, MFT facilities, and service provider sites.

• Reasonable accommodations for individuals with disabilities.