Specialist Technical Support / Specialist Technical Support

What You Will Do

As a member of the Global Service and Support Team, you will be the first point of contact for our customers in the EMEA region, as well as providing second-level support for customers worldwide.

Responsibilities Include:

• Role in Service & Support
  • Provide first and second level support for the entire Tofwerk product portfolio, addressing software, hardware, and application inquiries.
  • Initiate and monitor on-site interventions and manage in-house repairs as necessary.
  • Troubleshoot by analyzing, identifying, and diagnosing faults and symptoms using established procedures.
  • Take ownership of customer requests and complaints, resolving or escalating them appropriately while following established processes.
  • Maintain the support knowledge base and encourage the creation of missing articles. Assist in developing and improving support documentation, tools, and processes.
  • Enhance your knowledge of instruments and products by attending educational workshops.
  • Collaborate with a team of technical support specialists to achieve the highest possible efficiency.
  • Coordinate with sales and production to organize the delivery of spare parts and accessories.
• Role in System Engineering (up to a maximum of 1 day per week)
  • Support product teams, engineering, and production in selecting and configuring hardware for instrument PCs, including the configuration of base images.

What You Bring Along:

• 2+ years of relevant technical experience supporting TOF mass spectrometers.
• Experience in customer support (field or remote), particularly in assisting with technical problems. Applications support experience is a plus.
• Strong troubleshooting skills with demonstrated problem-solving abilities and decision-making skills.
• Good verbal and written communication skills in English (B2 or higher) to effectively troubleshoot technical issues via phone, email, remote sessions, or in person.
• Able to operate within an interrupt-driven environment.
• Willingness to travel up to 50% after completing internal training.
• Capacity to work independently or as part of a team with minimal supervision.
• Excellent organizational skills.

What You Will Get:

• Exciting career opportunities in a rapidly growing company.
• Be part of a dedicated team with direct access to the head of Global Service & Support.
• An international and diverse working environment with over 16 different nationalities.
• Tailored training in system commissioning and maintenance.

Location: Tofwerk Headquarters, Thun, Switzerland

Apply online using the form below. Only applications matching the job profile will be considered.