This role is part of our Remote Monitoring Solutions product line. For more information about our product line: https://www.senceive.com/
This position is based in Masate, Italy.
We are seeking the right individual to join our Customer Support team. This is a full-time hybrid role, working from our Masate, Italy office. As a Customer Support Technician, you will take a hands-on role in providing support for customers ahead of, during and after the installation of new projects, replacements, and changes. The role also involves training customers and preparing equipment for dispatch for new projects and replacements. This role reports to the EMEA Team Lead and Global Customer Support Manager. A hybrid role split with 3 days in Masate office and 2 days working remotely, with an occasional requirement for national and international travel, primarily to meet customers and support product deployment.
Be a part of something bigger. At Eddyfi Technologies, we’re proud to push the boundaries of innovation while fostering a workplace where everyone feels valued, respected and empowered to do their best work. We believe that diverse perspectives, experiences, and ways of thinking strengthen our teams and help us build better solutions for the industries the world depends on. As a world-renowned company, we’re behind some of the most advanced systems in the world—delivering cutting-edge solutions through ET & UT, Remote Monitoring, Nuclear Steam Generators, Automated Vision Systems, and Robotics.
Our values • We are customer-centric and put our customers at the heart of everything we do. • We innovate with a purpose, developing practical and forward-thinking solutions that solve real-world problems and protect what matters most. • We are reliable and accountable, we do what we say we are going to do. Taking ownership of our actions and delivering high-quality outcomes with integrity, consistency and transparency. • We are stronger together and committed to creating an inclusive environment where voices are heard, respected and supported.
Joining our team means: • Collaborating with experts dedicated to innovation in an environment that values different perspectives, backgrounds and experiences. • Becoming part of an organization that values commitment, initiative, and collaboration to help achieve common goals. • Working in a growing business that encourages learning, curiosity, and respectful challenge. • Being supported through fair, transparent and equitable practices. • Contributing to meaningful projects that create a lasting impact.
We encourage candidates to apply even if they do not meet every requirement listed, as we recognise that skills and experience can be gained in many ways.
As a Customer Support Technician, you must be able to • Clarifying customer technical requirements ahead of new project installations and briefing the production team • Supporting customers during project installation • Setting up monitoring diagrams, users, alerts and calculations • Attending site when required to support customer installations or investigate reported faults • Assisting customers with technical queries and fault reports by phone, email and through a helpdesk ticket system • Managing the return and replacement of faulty equipment • Assisting with fault diagnosis and contributing to fault reduction • Providing training to customers mostly using teleconferencing, sometimes on site or in our facility • Configuring equipment to customer specifications, fitting mounting brackets and ancillary equipment, packing for dispatch • Receiving returned equipment and diagnosing faults • Carrying out minor repairs and refurbishment of equipment • Other duties as assigned
We value transferable skills, different career paths and learning agility. Experience gained through non-traditional routes is welcome.
What makes you an asset to our team • A flexible, well organised approach with the ability to multi-task and work to varying priorities and deadlines to meet the needs of the business • Strong analytical skills and close attention to detail with good decision making and technical problem-solving abilities • A positive, professional attitude and a desire to complete tasks to the highest standard • A team player willing and able to collaborate actively and effectively with colleagues, gaining respect from those around them • A strong communicator at all levels, with excellent interpersonal, verbal, and written communication skills • Self-motivated with a proven ability to perform under pressure • Essential: • Demonstrable experience of customer service in an engineering, or technical environment • Excellent customer relations skills • Fluent in English
Desirable: • Good ability with Excel, and other Office apps • Languages Native German • Understanding of IP Networking • Site experience in Rail and/or Construction is preferred
Why join Eddyfi? We offer you: • Annual Leave Entitlement: Employees have twenty-five days annual leave entitlement each year, for use between January to December; this is in addition to Bank Holidays of which there are typically eight. • Pension Scheme: Employees are automatically enrolled into the Company’s Workplace Pension Scheme with personal contributions of 5% or more, with the company matching contributions up to 5%. • Group Life Assurance: Employees are automatically enrolled into the Company’s GLA scheme which pays 4 x salary in the event of death in service, and includes an Employee Assistance Programme with a 24/7 advice line and a healthcare app. • Private Healthcare & Cash Plan: Employees are eligible to join the private medical insurance (PMI) scheme, enhanced to include Medical History Disregard, and the accompanying cash plan which offers cash back on optical, dental, dental injury, prescriptions and various therapies. • Cycle to Work Scheme: Employees have the opportunity to purchase bikes and accessories at significantly reduced rates, with repayments made through salary sacrifice over a period of 12-18 months. • Tech Scheme: similar to the Cycle to Work scheme, Employees are able to purchase laptops, phones, appliances and more from Currys at discounted rates, with repayments made through salary sacrifice over a period of 12 months. • Learning & Development: Employees are encouraged to continue their career development through the group’s Aspire programme; there are a huge variety of training courses and development opportunities available through the Previan Learning Centre with subjects ranging from Time Management and Communication Skills, through to Project Management and Languages. • Volunteer Time Off: Employees are able to take up to 20 hours of paid time off to volunteer each year. There are a variety of activities available via Previan’s online volunteering and fundraising platform, with Employees also having the option of nominating additional volunteering activities to host or participate in, whether individually or as a team event.
Full details of the Employee Benefits are available upon request or will be made available on provision of an offer of employment.
At Eddyfi technologies, diversity, equity and inclusion are fundamental to who we are. We are committed to providing equal employment opportunities and fostering an inclusive workplace where everyone feels a sense of belonging.
We welcome and encourage applications from all qualified individuals, regardless of race, ethnicity, gender identity or expression, sexual orientation, age, religion, disability, neurodiversity, or any other characteristic protected by law.
If you require accommodations at any stage of the recruitment process, please let us know. We are committed to ensuring an accessible and inclusive experience for all candidates.
All positions based in Quebec require proficiency in French, both written and spoken. Additionally, functional skills in English are required to meet the needs of our offices and clients internationally. For all our offices worldwide, certain positions may be subject to background checks, including credit, criminal, and employment history verification.
