Job DescriptionThe Fixed Retail Scanner Technical Support Specialist is a key member of the team that provides technical support for Datalogic's Fixed Retail Scanner portfolio, which includes legacy and new-generation Magellan scanners, as well as the AI-based "Smart Vision Suite for Retail" solutions for cutting-edge applications such as Loss-Prevention at the Self-Checkout.
Reporting to the FRS Technical Support Manager, this role supports internal stakeholders, partners, and customers throughout the product lifecycle, from new product validation to pre-sales technical evaluations, installation support, troubleshooting, field performance optimization, and technical enablement activities. The position offers a unique opportunity to develop expertise in barcode scanning technologies, Linux-based embedded systems, retail POS systems, AI-enhanced computer vision, data engineering and customer-facing technical operations.
Key Responsibilities- Contribute to pre-sales activities by supporting Field Application Engineers (FAEs) in finalizing customer requirements, performing the necessary technical feasibility assessments and, ultimately, proposing the most suitable solution.
- Assist FAEs, channel partners and end-users during product deployment, integration and performance tuning. Contribute to identify and quickly resolve any product or application related issues to ensure successful customer outcomes.
- As for the wide installation-base of FRS products and solutions, contribute to the prompt resolution of issues escalated by FAEs. Gather and deeply analyze all relevant information from the field. Whenever possible, reproduce the issue in laboratory environments to facilitate root cause analysis, debugging, and definition of corrective actions. Collaborate with R&D teams to investigate and resolve the most complex technical problems.
- Maintain accurate records of information from the field, investigations, findings, and resolutions through the Company official tools (i.e., Microsoft Dynamics 365 CRM and IBM Engineering Lifecycle Management).
- Support development and maintenance of HW and/or SW customizations of FRS products/solutions, ensuring required performance, manufacturability and compliance with quality and regulatory standards
Key Responsibilities- Participate in Alpha and Beta prototype validation activities for new products and features. Execute test plans, coordinate tests in field, document findings, and report issues to development teams.
- Contribute to the writing of technical documentation aimed at simplifying product deployment and usage. Support knowledge transfer activities related to new products, features, and solutions. Prepare technical presentations and hands-on demonstrations to deliver technical training sessions for FAEs, channel partners, and end users.
- Systematically provide colleagues in the Marketing, R&D and Quality departments, with feedback from customers and field experience to support continuous product improvement.
- Participate in the evaluation of features, performance and technical documentation of competitors' products and solutions to learn from their strengths and leverage their weaknesses.
- Support a customer-focused culture by ensuring timely and professional technical assistance.
- Attend technical and soft-skill training initiatives promoted by the Company to ensure continuous learning and professional growth.
RequirmentsEducation (School/Specialization)Bachelor's/Master's degree in Electronic or Computer Engineering or an equivalent technical discipline
Languagesfluent English (mandatory), Italian (preferred)
Years of Experience7+ years of experience in Research & Development or Technical Support or Field Application Engineering of high-tech embedded devices for retail or industrial applications
Technical Skills- Strong understanding of hardware, embedded software, system integration, and product lifecycle management for high-tech digital devices such as barcode scanners and smart cameras
- Hands-on experience in troubleshooting field issues related to embedded devices and/or POS systems through in-depth analysis of HW setup, SW configuration and log files
- Good command of USB, Ethernet and Serial interfaces, related protocol analyzers included
- High proficiency in Customer Relationship Management and Application Lifecycle Management tools
- Good command of Microsoft 365 Excel application
- Good knowledge of Windows and Linux operating systems, batch files and shell scripts included
- Good knowledge of Python programming language
- Proven experience in writing technical documentation to simplify product use and in preparing presentations and hands-on demonstrations for training purposes
- Knowledge of C/C++ programming language is a strong plus
- Experience in development and maintenance of software for embedded systems, based on Linux or real-time operating system is a strong plus
- Experience with JavaPOS and/or OPOS standards is a strong plus
- Experience with USB drivers for Windows and Linux is a strong plus
- Knowledge of data engineering is a strong plus
- Knowledge of image-processing through machine-learning or more traditional algorithms is a plus
Additional Skillls- Strong customer orientation, ownership and commitment
- Excellent communication and interpersonal skills
- Problem solving attitude and attention to detail
- Ability to work effectively in a cross-functional and international environment
- Proactivity, flexibility and continuous improvement orientation
- Willingness to learn new technologies and develop expertise in barcode scanning applications, Linux-based embedded systems, retail POS systems, AI-enhanced computer vision, data engineering and customer-facing technical operations
