What You Will Do
As part of the Global Service and Support Team, you will serve as the primary point of contact for our customers in the EMEA region and a secondary contact for customers globally.
Responsibilities
- Role in Service & Support
- Provide first and second level support for the entire Tofwerk product portfolio, addressing inquiries related to software, hardware, and product features.
- Initiate and monitor the progress of on-site interventions and in-house repairs as required.
- Troubleshoot by analyzing, identifying, and diagnosing faults and symptoms utilizing established procedures.
- Take ownership of customer requests and complaints, resolving or escalating them appropriately according to established processes.
- Maintain the support knowledge base and assist in the creation of missing articles. Contribute to the development and enhancement of support documentation, tools, and processes.
- Stay informed about instruments and products by attending educational workshops.
- Collaborate with a team of technical support specialists to achieve optimal efficiency.
- Ensure effective interface with sales and production to coordinate the delivery of spare parts and accessories.
- Role in System Engineering (up to max 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.
What You Bring Along
- 2+ years of relevant technical experience supporting TOF mass spectrometers.
- Experience in customer support (field or remote), with a focus on assisting others with technical issues. Experience with applications support is a plus.
- Strong troubleshooting skills, along 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, during remote sessions, or in person.
- Able to thrive in an interrupt-driven environment.
- Willingness to travel up to 50% after completing internal training.
- Able to work independently or collaboratively with minimal supervision, alongside strong organizational skills.
What You Will Get
- Exciting career opportunities in a fast-growing company.
- Be a part of a dedicated team with direct reporting to the head of global service & support.
- Experience an international and diverse environment, featuring over 16 different nationalities.
- Receive dedicated training in system commissioning and maintenance.
Location
TOFWERK Headquarters
Thun, Switzerland
Apply Online
Apply online using the form below. Only applications matching the job profile will be considered.