Technical Hotline Specialist

Responsible Manager:
Technical Support Manager

EOS, the world market leader in industrial 3D printing, is seeking a motivated and technically skilled individual to support our technical hotline. In this role, you will serve as a key point of contact for customers, providing timely troubleshooting, technical guidance, and product support while ensuring a high level of customer satisfaction.

• Provide remote technical support for the EOS customer installation base in coordination with the Technical Support Engineering (TSE) team.
• Serve as first-line support for customers, addressing issues professionally and efficiently.
• Answer incoming customer phone calls in a calm and professional manner and respond to customer phone messages promptly.
• Collect and document customer information and required machine data packages for incoming support calls.
• Maintain accurate records of customer call times and report them in C4C.
• Open C4C notifications for all new customer support calls and create service orders as required.
• Work closely with the Technical Support team to ensure the local installation base is maintained to company standards.
• Collaborate with the Material Order team on aftermarket orders, responding to part-specific questions and customer requests using Parts
  365 Catalogues and SAP.

Your Talents

• Skilled customer service professional with a minimum of three (3) years of experience in a Technical Service Department.
• Demonstrated product knowledge of industrial lasers and axis motion systems is a plus.
• Ability to interpret and work with written, oral, schematic, and diagram-based engineering instructions.
• Strong service standards with a focus on account ownership and customer satisfaction.
• Solid computer skills, including PC configuration, MS Windows, networking basics, and MS Office.
• Ability to work independently while managing multiple tasks and coping with pressure.