Product Support Specialist II

The primary responsibility of this role is to provide 24/5 technical and post-sales support, for Mettler Toledo's Dimensioning and Systems product portfolio and applications, collaborating closely with global Product Support teams, R&D Engineers, and Product Managers to support field engineers and customers.

• Provide ongoing technical support for assigned product families using available tools for both internal and external stakeholders.
• Maintain the regional technical support library and contribute to the global FAQ knowledgebase.
• Communicate technical issues, quality concerns, and defects to relevant stakeholders promptly.
• Manage and maintain Dimensioning products and system components within the AP Regional Competency Center.
• Offer on-site customer and partner support during escalations in line with Go-to-Gemba procedures.
• Support trade show activities including demo kits and booth assistance.

• Collaborate with Research & Development to develop and update strong global service training materials.
• Define and coordinate global training activities with internal and external stakeholders.
• Adapt training content to meet regional market needs for customers, partners, and service technicians.
• Deliver on-site, remote training sessions, and eDemos to customers and country service organizations.
• Work effectively in team environments to conduct training with multiple trainers.

• Support regional quality issues (only external complaints) for Product Development, Launch & Phase-out of assigned products.
• Validate issues by devising tests to prove or disprove reported issues.
• Assist Global Product Manager(s) and direct/indirect service organizations with the service plan of new products.