Job DescriptionSomething about ASEM
Founded 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.
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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 customer support tickets, ensuring accurate documentation, tracking and closure of support cases;
Coordinate with internal 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 employees
Company 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 development
Comprehensive mindfulness programs with a premium membership to Calm
Employee Assistance Program
Personalized wellbeing programs through our OnTrack program
The salary range for this position is between ******, ,00 EUR annual, this includes all bonuses.
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LI-Hybrid
LI-PM1
Rockwell 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