Technical Support Specialist-Narrow Mid Web - Based in Alpharetta, Georgia

Narrow Mid Web is a Bobst Group product line working on the development and production of state-of-the-art digital printing machining for the label industry.

Bobst is a global player in the printing market and in order to support our fast-growing product line, we are looking for a professional and highly motivated.

As a member of the Customer Care Center (CCC) team, the Technical Support Specialist (TSS) main objective is to be the first contact person for the customers when they reach out for support.

Whether the inquiry is technical or not, the Technical Service Specialist is responsible to follow and monitor the inquiry until it is fully resolved.

When the inquiry is technical, the TSS is responsible to manage the remote support session dispatching Field Service Technician when needed.

Position Summary :

• The TSS is responsible for managing customer enquiries through Bobst CRM platform, with end-to-end responsibility for the resolution solved by him / herself or other team members in case of escalation is needed.
• Using the CRM Customer Service Console, the TSS monitors and manages customer enquiries and different remote support solutions for troubleshooting, knowledge management and training.

Being able to use augmented reality and interactive video calls for a more effective remote support.

• For technical enquiries, the TSS is responsible for connecting with the customer to fix any machine issues, like print quality or software that the customer may face to reduce the machine down time.
• The TSS will support FSTs to validate and monitoring Spare Parts & Consumables that FST may need to install in the machine so that the machine down time is as short as possible.
• Moreover, the NMW customer support department is growing and evolving so the TSS will need to actively participate in continuous improvements and developments such as data analysis, report, and dashboards creation to be able to monitor key performance indicators.

Main Responsibilities and Daily Tasks :

• Offer a professional technical remote support to our customers.
• Monitor cases in CRM-Salesforce consoles.
• Responsible to solve any customer inquiry.
• Schedule and dispatch Field Service Technicians for customer visits.
• North, Central and South America area support.
• Minimal travel is required for training purposes including international travel during onboarding period.

Critical Skills and Personal Attributes :

• Customer focus.
• Technically capable to perform remote support troubleshooting activities.
• Problem identification and solution provider.
• Team player to create non existing workflows.
• Excellent verbal and written communication skills.
• CRM systems knowledge and computer skills.
• Promotes quality and value.

Education and Experience

• Bachelor’s in engineering or similar technical degree required.
• Fluent in Spanish preferred and Portuguese will be a plus.
• Technical background.
• Experience as a remote support technician in a technology company.
• Experience with troubleshooting methodologies and technical remote support tools.
• Must be familiar with CRM systems with experience working with Salesforce Service Cloud preferred.
• Knowledge in printing and / or packaging industry is highly desirable.

For more than 130 years, and over 50 countries, BOBST has always been at the forefront of innovation and we want to accelerate connectivity, digitalization, automation and sustainability to make packaging better than ever.

BOBST is one of the world’s leading suppliers of equipment and services to packaging and label manufacturers in the folding carton, corrugated board and flexible materials industries.

Join our highly qualified staff and together, let’s shape the future of the packaging world.