Technical Support Specialist (IT) - Italy Based

Territory: Europe 

Location: Pergine – Trento - Italy

Company Overview

KPM Analytics is a global leader in scientific instrumentation, dedicated to helping companies manage product quality and brand value across diverse sectors, including food, agriculture, industry, environment, and clinical applications. Our innovative solutions empower clients to meet critical quality parameters and enhance their operational effectiveness. 

The company sets the standard for many multinational corporations that integrate our Industrial Machinery for product quality control into their production lines, with automatic rejection of nonconforming products. 

Through its industrial Vision Systems, we help our customers improve product quality, optimize processes, maximize line efficiency, and reduce waste. 

The company has its main office and production unit based in Pergine (TN). EyePro System is part of the KPM Analytics group, headquartered in Boston (MA), USA. 

Duties and Responsibilities: 

Join KPM Analytics as a Technical Support Engineer (IT) in our Trento facility and become part of a dedicated team providing exceptional technical support oriented to our clients in the food and industrial sectors. This pivotal role focuses on providing top-tier customer service and on monitoring, troubleshooting, and supporting database-based software, ensuring data integrity, availability, and performance across various environments. 

As a minor part, you will also be involved in support activities such as customer training, maintenance, troubleshooting, and software upgrades for our Vision Inspection systems through remote support, contributing to our reputation as an industry leader known for quality control solutions that enhance product quality and operational efficiency. 

Key Responsibilities: 

• Serve as the primary point of contact for installation, development, and troubleshooting of existing database-based software, with a focus on Machine Vision. 
• Analyze and understand customer requests. Provide technical direction and support to customers on the proper use of products through multiple communication channels (phone, email, chat, etc.). 
• Maintaining professional interaction with customers while addressing critical issues is essential. 
• Manage Salesforce cases for all Vision Inspection Systems, integrating with support teams worldwide. 
• Collaborate with the Technical Support Manager and interface with internal development and software teams (if needed, with the mechanical and electrical engineering teams). 
• Conduct online training for customers (domestic and international). 
• Responsible for continuous learning; broadening skill set on KPM products through cross-training activities, utilizing KPM Academy and in-person resources, and employing effective communication skills, to build and maintain strong relationships with KPM customers. 

Preferred Qualifications: 

• Minimum 2 years in a technical customer support role. 
• BS in Computer Science or Mechatronics, or a related field. 
• Strong knowledge of main IT/network infrastructures and network services. 
• Strong knowledge of server environment (mainly Microsoft Windows-based). 
• Strong knowledge of SQL and experience with one or more RDBMS (mainly Microsoft SQL). 
• Familiar with scripting languages based on Python, Node.js, and frameworks dedicated to webpage/web application development (mainly Express.js). 
• A good knowledge of English is essential (written and spoken – part of the interview will be conducted in English) at least at the B2 CEFR level. 

Plus Qualifications: 

• Experience with vision or optical components. 
• Experience in automation or similar roles. 
• Attitude for practical activities, both mechanical and electrical/electronic. 
• Ability to read and interpret electrical and pneumatic diagrams and mechanical drawings. 
• Basic software development knowledge (C, C++). 
• Any work and/or study experience abroad. 

Traits/Skills Required: 

• Quick to learn and apply new information. 
• Strong troubleshooting and critical thinking skills. 
• Analyze complex tasks systematically and identify discrepancies. 
• Ability to multitask and work under pressure with minimal supervision. 
• Great organizational, verbal, and written communication skills. 
• Make decisions and good judgments in special situations. 
• Comfortable handling of mechanical and electrical equipment. 
• Knowledge of principles and processes for providing high-quality customer service. 
• Proficiency in Word, Excel, and PowerPoint. 
• Team-oriented and a strong team spirit. 
• Available to occasionally travel nationally and internationally to acquire knowledge about our vision systems to better support our customers. 

What We Offer: 

• KPM is a cutting-edge company, focused on developing and investing in new technologies. 
• A dynamic work environment, with the possibility to work both independently and as part of a team. 
• Opportunities to gain increasing independence in customer relations, interacting with a globally distributed customer network. 
• Occasional International travel (both within Europe and the rest of the world). 
• Full-time contract - level and type of contract to be agreed upon based on the candidate's experience.