The Technical Sales Support, reporting to the After Sales manager, is responsible for understanding, promoting, and supporting our products to improve business growth and customer satisfaction. The Technical Sales Support will work as a key liaison between the Engineering Team, the Product Development, Sales department, and Customer Service team, ensuring strong and seamless communication and strategic execution.
He will help the daily management of customers technical support requests, which include quality claims, as well as customer trainings for usage and maintenance of Snap-on Climate Solutions products, from remote or on customers sites which are located worldwide. The Technical Sales Support is also responsible for correct use of the support web-portal, concerning technical documentation, technical bulletin, spare parts pricelist, troubleshooting guides and for reporting internally feedbacks about quality and inputs for product improvements.

About the role

• Provide technical expertise and support to customers, Engineering and Sales Teams, and internal stakeholders.
• Deliver efficient on-site or remote Worldwide Product presentations and demonstrations to Customers, Snap-on partners and end-users when required, for Sales support or technical trainings.
• Analyze customer’s feedback and information to enhance products performance and customer experience.
• Work closely with Sales and Customer Service teams to address product-related inquiries.
• Support the development of pricing strategies and promotional campaigns.
• Conduct market research to identify customers’ needs and industry trends.
• Collaborate with the R&D and Product Development Team as well as Quality department to improve existing products and support new product launches, providing feedback from field about claims and new inputs
• Assist in the creation of product documentation, training materials, and marketing content.
• Ensure compliance with industry regulations and company policies.
• Support daily management of technical support requests for usage and maintenance of Snap-on Climate Solutions products
• Provide remote solutions for customer claims using the company web-portal
• Be the first interface for external services stakeholders such as customers’ technicians and/or
• Be proficient in communicating to solve technical support requests, troubleshooting actions and being able to drive third parties in root cause analysis.

Qualifications

• > 5 years of experience as sales/technical support and service in an industrial contest. Preferred past experience in garage equipment aftermarket or automotive.
• High school technical Degree in Mechanics or Electrotechnics. A BS degree is a plus.
• Italian native speaker, fluent knowledge of English language, both written and spoken. A second language (French, Spanish) is a plus.
• Good standing, communication and presentation abilities to easily transfer knowledge about products usage and maintenance to customers.
• Problem solving attitude to face and resolve new technical issues
• Communicative ability to direct and educate the customers towards the use of existing tools created for the use and maintenance of the products as well as for the resolution of common problems (i.e. troubleshooting guides)
• Ability to work in cross-functional teams in order to proactively report field feedbacks to other departments, particularly R&D and Quality
• Customer-focused and analytical mindset with strong interpersonal skills for failures root cause analysis.
• Customer relationships experience is an added value
• Travel required worldwide approximately from to 20% to 80% of the total time