Software Support Specialist

The Kardex Group is one of the world's leading manufacturers of dynamic storage, retrieval and distribution systems. Our more than 3,000 employees worldwide develop and manufacture logistics solutions that are used in many different sectors such as industrial manufacturing, retail and administration.

As SW Consultant for Kardex Italy, you promote and sell the Service Product Portfolio to the existing customers. This is to consult the customer in operation efficiency improvement and material flow optimization related to the Kardex software in use, to support software service product sales when it comes to systems, in conjunction with the New Business software sales team, and to set up and maintain a country based annual sales and marketing plan for software services.

Your tasks

• Sell modification of service contract coverage
• Sell technical upgrade
• Project a professional company image through phone interaction and customer visits
• Make quotation for upgrade of service coverage
• Make quotation for technical upgrade
• Make quotation for parts-kits
• Make quotation for moves (complete info from PM)
• Follow sale process (with CRM included recontact customer)
• Weekly report of activities
• Visit customers to present Service products, contracts and upgrade solution
• Prepare lessons-learned meetings and report learnings back into the organization especially concerning customer insights and needs which are to be considered towards product development and customer expectations related to the TNS customer satisfaction journey
• Identification and clarification of commercial risks incl. T&C clarifications and coordination with superiors and responsible departments/colleagues within the project team.
• Clarification meeting with customers to finalize customer decision and price negotiation with customers
• Close cooperation with other departments

Your profile

Education

• Bachelor's degree in Computer Science, Information Technology, Software Engineering, or a related technical field preferred.
• Industry certifications such as Microsoft, ITIL, Network+, or similar are an advantage.
• Strong understanding of software applications, operating systems, databases, and troubleshooting methodologies.

Experience

• 2+ years of experience in software support, technical support, help desk, application support, or a related customer-facing technical role.
• Proven experience diagnosing, troubleshooting, and resolving software-related issues in a timely and effective manner.
• Knowledge of SQL, databases, odbc, networking concepts, and system integrations is preferred.
• Experience documenting incidents, solutions, and support procedures to maintain a comprehensive knowledge base.
• Experience with remote troubleshooting tools and customer support technologies, TeamViewer, Ultra VNC or RDC.