Job DescriptionSomething about ASEMFounded in ****, ASEM has actively participated in the evolution of digital information technologies and today we operate in the markets of Industrial Automation, Test, Measurement with a complete range of industrial PCs and monitors and a complete range of HMI, control, remote assistance, and Industrial IoT gateways, characterized by our own hardware, firmware, software, mechanical and system design capability.Since **** we have been part of the American multinational group Rockwell Automation, a leading player operating in the industrial automation sector with headquarters in Milwaukee, Wisconsin (USA).
We are looking for a Hardware Customer Care Specialist to provide high-level technical support for industrial hardware platforms based on PC x86/x64 and ARM architecture.
The role is responsible for managing post-sales customer support activities, troubleshooting hardware issues, and effective resolution of customer requests while collaborating with cross-functional teams.You will report to the HW Customer Care Manager, and have a hybrid schedule working in Artegna, Italy.Your Responsibilities:Provide technical support for hardware platforms based on PC x86/x64 and ARM architecture; Deliver professional post-sales customer support, ensuring customer satisfaction and the timely resolution of technical issues; Analyze hardware-related problems, identify root causes, and determine appropriate solutions; Manage customersupport tickets, ensuring accurate documentation, tracking and closure of support cases; Coordinate withinternal departments (Repairs, Engineering, Quality, Operations, Production, Sales, and Product Management)



to ensure efficient handling of customer requests; Identify and recommend appropriate spare parts and replacement solutions.The Essentials - You Will Have:Previous experience in the industrial automation sector; At least 3 years of experience in technical customer support, hardware troubleshooting, or after-sales service; Knowledge of Microsoft Windows and Linux operating systems; Knowledge of computer networks and industrial fieldbus technologies; Familiarity with CRM and ticketing systems; Knowledge of SAP (preferred); Interpret technical documentation, schematics, and product specifications; Customer-oriented mindset; Experience documenting customer issues in detail, and reporting skills; Experience handling support requests from a variety of different channels, identify critical issues; To problem solving and continuous improvement; Knowledge of the English and Italian languages; Team player with collaboration skills.What We Offer:Our benefits package includes ...Volunteer Paid Time off available after 6 months of employment for eligible employeesCompany volunteer and donation matching program - Your volunteer hours or personal cash donations to an eligible charity can be matched with a charitable donation.On-demand digital course library for professional developmentComprehensive mindfulness programs with a premium membership to CalmEmployee Assistance ProgramPersonalized wellbeing programs through our OnTrack programThe salary range for this position is between ******,***********,00 EUR annual, this includes all bonuses.LI-HybridLI-PM1Rockwell Automation's hybrid policy aligns that employees are expected to work at a Rockwell location at least Mondays, Tuesdays, and Thursdays unless they have a business obligation out of the office.
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📌 Technical Customer Care (Hardware) (Artegna)
🏢 Rockwell Automation
📍 Artegna