Customer Support Engineer

The Customer Support Engineer is tasked with providing support to our sales subsidiaries and partner organizations concerning the operation and maintenance of the company's analytical laboratory instruments. The responsibilities of the Customer Support Engineer include:

• Providing the highest quality technical support to our customers and addressing all service and support inquiries related to our products utilizing designated reports and systems (BW, CRM, SAP).
• Conveying customer feedback and requirements to the departments responsible within the company to enhance product quality sustainably, as well as offering additional ideas for ongoing product development.
• Delivering prompt, high-quality, and cost-effective repairs to customers.
• Communicating quality-related information through the established reports and systems (BW, CRM, SAP).

The Customer Support Engineer is a self-starter with excellent communication skills who engages with Intercompany teams to provide solutions. Job duties include:

• Responsibly address all technical inquiries from both internal and external customers.
• Regularly monitor the status of support tickets within the product domain.
• Organize and deliver training sessions for service engineers, either internally or on-site.
• Collaborate with the Technical Documentation team to produce service manuals, maintenance protocols, and instructional videos.
• Assist subsidiaries and sales partners with installations, setup, or service and maintenance activities at customer locations.
• Prepare necessary documentation for activities related to the approval of serial production, such as generating spare parts lists.
• Update and maintain entries in the Product Knowledge Database.
• Manage the operational processing of repairs and returned goods, including reception, identification, organization, process oversight, billing, and closure.
• Maintain the calibration and functionality of analytical instruments used by the company within the Product Competence and Customer Support sectors.
• Be prepared to travel domestically or internationally to other facilities, not exceeding 25% of the time.
• Perform all other duties as assigned.

The Customer Support Engineer will possess strong product knowledge, industry knowledge, and soft skills to engage with customers, including:

• Accountability
  • Assumes responsibility for all work activities and personal actions.
  • Follows through on commitments and acknowledges and learns from mistakes.
• Commitment
  • Acts in accordance with the principles, vision, and values of the organization.
  • Demonstrates support and enthusiasm in work assignments.
• Communication
  • Exhibits the ability to convey ideas clearly.
  • Displays proficiency in writing, listening, and reading comprehension.
• Dependability
  • Arrives punctually at work and remains fully engaged and accounted for during working hours.
  • It is relied upon and available when additional time and effort are necessary.
• Integrity
  • Behaves honorably and ethically, maintains truthfulness, and is trustworthy.
  • Utilizes sound judgment in decision-making.
• Problem Solving
  • Identifies issues effectively and evaluates available options.
  • Seeking guidance to resolve issues in the best interest of the organization.
• Quality
  • Adheres to the highest standards of quality by identifying problems, testing, checking work, and maintaining meticulous attention to detail.
  • Seeks opportunities to enhance quality within their scope of work.
• Teamwork
  • Collaborates effectively within interdepartmental and interorganizational teams.
  • Understands their role within a workgroup.
• Technical Expertise
  • Exhibits a deep understanding of knowledge and skills, applying technical expertise proficiently.
  • Seeks opportunities to advance technical skills.
• Time Management
  • Achieves…