Help Desk Lead

A Helpdesk Lead provides Bystronic customers with superior technical support for our BySoft Suite of software, including CAD, CAM, Nesting, Manufacturing Execution, and Enterprise-level systems for the Metal Fabrication industry. While prior knowledge of BySoft software is not required, the ideal Level III candidate will possess extensive experience in providing technical support for CAD/CAM Nesting software, with more than 6 years of experience in the Manufacturing Industry. This role requires advanced problem-solving abilities, leadership in handling complex technical issues, and a proactive approach to customer support and software knowledge expansion. Key Duties & Responsibilities Responds to technical support requests via telephone, email, and web meetings with expert-level troubleshooting and solutions Handles escalated support cases that require more advanced technical knowledge Schedules and manages appointments with customers for complex software installations, updates, and system integrations Sources and integrates answers from Product Managers and development teams Follows up with customers promptly, ensuring issues are resolved to their satisfaction Coordinates with other team members and departments to provide comprehensive support Conducts up to 35% travel, including overnight travel for high-priority projects in the USA, Canada, Mexico, and Europe Delivers customer training and conducts sales demonstrations, showcasing in-depth product knowledge Provides mentorship and training to Level I and Level II technicians Participates in the development of support documentation and best practices Engages in continuous improvement initiatives and contributes to software development feedback Requirements Excellent presentation and advanced communication skills Ability to remain calm and effective under pressure Superior Information Technology, computer, and software skills Proficiency in Microsoft Office and Windows, with advanced usage capabilities Ability to manage and prioritize a high volume of complex tasks efficiently Strong commitment to learning and mastering our software Maintains a clean and valid driver’s license Possesses or is able to obtain a passport Extensive experience in Technical Support for CAD/CAM Nesting Software Comprehensive understanding of G-Code Preferred Experience Bachelor's degree in business sciences or relevant engineering Six plus years of experience in the Metal Fabrication or Manufacturing Industry Prior experience using or supporting ERP systems preferred Demonstrated ability to lead and mentor junior staff members #J-18808-Ljbffr