Technical Support Lead

Description

Job Summary: We are seeking a leader to redefine Gram Precision’s global technical support — designing systems from scratch, elevating service quality, and transforming customer feedback into tangible product improvements. Key Highlights: 1. Design and lead the redefinition of international technical support. 2. High impact: Design the system, not just execute it. 3. Innovative use of AI and technology in technical service. Gram Precision SL has been designing and manufacturing professional weighing solutions from Barcelona for over 25 years. Our equipment is used daily across food, logistics, pharmaceutical, and process industries in Europe and international markets worldwide. We manufacture in our own facilities in China and control the entire product lifecycle — from initial prototype to after-sales service. We are a small, efficient team where each person holds real responsibility. There are no unnecessary layers of approval: if you have a good idea and can justify it, it gets implemented. This role is not about managing an already well-functioning team — it’s about redefining it. We seek someone who will design from scratch how Gram delivers technical support to its markets, raise the bar for service quality, and convert customer feedback into real product improvements. With a team of three people serving customers in five languages, efficiency and technology are not optional. Responsibilities Four Areas of Responsibility 01 Lead and Develop the Team Direct management of a team of 3 people. Define roles, escalation processes, SLAs by customer segment, and a service culture oriented toward excellence. 02 Redesign the Support Workflow **Design the complete system:** intake channels, prioritization, multilingual handling, response times, and metrics. Introduce differentiated SLA levels based on customer type. 03 Reference Technical Documentation Lead the renewal of user manuals and quick-start guides — clearer, more visual, more useful — to reduce recurring inquiries and project a premium brand image. 04 Customer Voice to R\+D Capture and structure technical feedback from customers and distributors. Coordinate with R\+D to translate it into product improvements, new features, or high-priority fixes. What You’ll Do Day-to-Day * Respond to and resolve technical inquiries from distributors and end customers in multiple languages, combining automated translation tools with direct human contact for high-impact cases. * Define and maintain support processes: from first inquiry to closure, including escalation to R\+D when necessary. * Establish and monitor differentiated SLAs — not all customers require the same response time, and the system must reflect that. * Lead the creation and updating of user manuals, installation guides, and technical FAQs in collaboration with R\+D, focusing on reducing avoidable inquiries. * Coordinate the phased rollout of an internal LLM assistant: first as a rapid-reference tool for the team, then as a customer-facing channel for basic inquiries. * Analyze patterns in recurring inquiries and incidents to identify product improvement opportunities and systematically relay them to R\+D. * Train key distributors and customers on correct usage of our equipment, remotely or in person as appropriate. * AI Applied to Technical Support — This Is Where It Makes a Difference With a team of three people supporting customers in five languages, technology isn’t an add-on — it’s what makes the service possible. We seek someone who has already considered how an LLM can serve as an internal knowledge base, how automated translation can be integrated into the real workflow, and who possesses sound judgment to determine when automation helps and when human intervention is required. Prior implementation of all this is not required — but knowing how you would do it is essential. Requirements * Technical bachelor’s degree or higher — engineering, electronics, instrumentation, or similar. The specific field matters less than technical rigor. * Experience in technical support or after-sales service at an industrial product manufacturer — not in distribution or consulting. * Proven ability to manage and develop a small team, including defining processes and tracking results. * Experience creating or overseeing technical documentation: manuals, installation guides, FAQs, or training materials. * AI-first mindset: you leverage available tools to move faster and more intelligently, and know where and where not to apply them. * Ability to work in a multilingual, international environment — customers across different countries with varying service cultures. * Fluent English is mandatory. Additional European languages are a genuine plus, not decorative. * Results-oriented: you won’t settle for the team simply replying — you want customers satisfied and problems resolved permanently. Nice-to-Have * Experience in the weighing industry, measurement instrumentation, or industrial automation. * Knowledge of calibration or metrology regulations (OIML, EURAMET, ISO 9001\). * Experience designing or implementing ticketing systems, SLAs, or knowledge bases (Zendesk, Freshdesk, Notion, Confluence, or similar). * Experience coordinating the implementation of a chatbot, AI assistant, or technical self-service system — even at pilot stage. * Experience working with customers or distributors across diverse European markets, with cultural sensitivity in commercial relationships. Benefits Start Date Immediate or as per availability Work Mode On-site in L'Hospitalet de Llobregat Team Size 3 people · International Technical Support Impact You design the system, not just execute it Technology Modern tools, including applied AI Salary Negotiable based on profile and experience If you’re looking for a role where technical support is more than just closing tickets — where you can design how it’s done, lead it, and improve it with technology — this is the place. The team is small, responsibility is real, and impact is visible quickly.