Position Overview
As part of the Global Service and Support Team, you will serve as the first level contact for our customers in the EMEA region and a second level contact for customers worldwide.
Responsibilities
- 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 the progress of on-site interventions and in-house repairs as needed.
- 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 desired processes.
- Maintain the support knowledge base and trigger the creation of any missing articles. Assist in developing and improving support documentation, tools, and processes.
- Enhance knowledge of instruments and products by attending educational workshops.
- Collaborate with a team of technical support specialists to achieve optimal efficiency.
- Ensure effective communication with sales and production teams to organize the delivery of spare parts and accessories.
- Role in System Engineering (up to 1 day/week on average):
- Support product teams, engineering, and production in selecting and configuring hardware for instrument PCs, including the configuration of base images.
Qualifications
- 2+ years of relevant technical experience supporting TOF mass spectrometers.
- Experience in customer support (field or remote) focused on assisting others with technical problems; experience with applications support is a plus.
- Strong troubleshooting skills with demonstrated problem-solving and decision-making abilities.
- Good English verbal and written communication skills (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% following the completion of internal training.
- Able to work independently or collaboratively within a team while requiring minimal supervision.
- Excellent organizational skills.
What We Offer
- Exciting career opportunities in a fast-growing company.
- Be part of a dedicated team with direct reporting to the head of Global Service & Support.
- An international and diverse environment with 16+ different nationalities.
- Dedicated 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.