Technical Support Specialist (IT)- Italy Based

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.

EyePro System (a KPM Analytics brand) is a company that produces Vision Systems, mainly for the inspection of baked goods. Thanks to significant growth, the company has established itself as a global industry leader, representing the standard for many multinational corporations that integrates our Industrial Machinery for product Quality Control onto their production lines, with automatic rejection of non-conforming products.

Through its industrial Vision Systems, EyePro System helps its 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).

Join KPM Analytics as a Technical Support Engineer (IT) in our EyePro System 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 ensuring top-tier customer service, responsible for monitoring, troubleshooting, and supporting database-based software, ensuring data integrity, availability, and performance across various environments.

As a minor part, you will also being involved in support activities like customer training, maintenance, troubleshooting and software upgrades of 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 focusing attention on the EyePro brand. The position is also focused on troubleshooting tasks for systems software of two other KPM brands: Sightline, and Smart Vision Works.
• Analyze and understand customer requests. Provide technical direction and support to customers on proper use of the products through multiple communication channels (phone, email, chat, etc.) Maintain professional interaction with customers while working on critical issues is a must.
• Manage Salesforce cases related to all Vision Inspection Systems, integrating with our support teams across the world.
• 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 employ 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/webapplication 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 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 of special situations.
• Comfortable handling mechanical and electrical equipment.
• Knowledge of principles and processes for providing high-quality customer service.
• Word, Excel, PowerPoint proficiency.
• 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 customer.

Work Location

• Pergine (TN), Italy

What we offer

• A cutting-edge company, founded 20 years ago as a startup from a research center (FBK), which continues to invest 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.

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