Head of Technical Support (h/m) Barcelona

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Head of Technical Support (h/m) Barcelona

Descripción de la oferta

The Head of Technical Support (h/m) will perform Tier 3 technical support remotely, leading the current team, while assisting sales teams, while collaborating in the definition of the process and strategy defined for tech support department.

The Head of Technical Support (h/m) will perform the following tasks:
* Technical support (Tier 3), via telephone, mail and remote desktop (after-sales).
* Assisting teams under his/her command in their performance.
* Assistance/doubt-resolution to sales team on the products (pre-sales).
* Setup and maintenance of helpdesk tools.
* Follow-up of support cases requiring action.
* Defining and coordinating tools, processes and strategy to follow in relation to the Tech Support Department.
* Elaboration of technical documentation such as user manuals, datasheets, application notes, FAQs, etc.
* Identification and reporting of deficiencies found in the technical documentation.
* Maintenance of external documentation related to assigned products.The Head of Technical Support (h/m) must posses:
* Technical degree in Electronics or Telecommunication.
* MANDATORY: High level of English and Spanish languages.
* At least 4-5 years of experience in Tech Support (Tier 3) related to Domotics.
* Strong knowledge in building automation protocols (KNX, BACnet, Modbus, LonWorks, MBUS, DALI...).
* Solid technical background in Field Bus Technologies for Home / Building Automation technologies.
* Strong documentation skills.
* Highly valuable be fluent in other languages: French, German, Portuguese, Arabic...
* Highly valuable previous experience in Team Management.
* Valuable previous experience as Product Engineer, Product Manager or Project Manager.
* Valuable previous experience in multi-protocol integration.
* Valuable previous experience in HVAC solutions.


Formación Profesional grado medio

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