Senior Support Engineer

Role Overview

• Maintain communication with the first level support, partners and customer.
• Provide technical solutions (via phone, e-mail, remote log in, video conferences, chat etc…) to first level global support team (field service and remote engineers).
• Work together with the cross-functional team to define a plan of action to solve 2nd level service cases.
• Communicate efficiently and effectively internally and with customers and partners by asking targeted questions to quickly understand root cause issues.
• Oversee and handle escalated cases.
• Promptly and appropriately escalate unresolved issues to the relevant team and to the second-level support manager.
• Support the second-level manager in organizing global support for technical escalations and managing projects to improve service excellence.
• Create, develop, and continuously improve the customer support & applications knowledge database.
• Provide service trainings to first level field and remote engineers, maintain, and develop training material.
• Provide first line system level, technical support including but not limited to diagnostics, solution plans, training, and customer facing communication.

Requirements

• Degree in Physics, Chemistry, Material Science, Geoscience, Electrical Engineering or a similar discipline.
• A solid technical or scientific background gained in industry or academia.
• Multiple year relevant work experience in providing technical Support, or a related field, preferably in a high-tech scientific or laboratory environment.
• Experience with SEM/TEM or XRF is preferred.
• Very good technical understanding of complex technical systems.
• Ability to efficiently troubleshoot and find solutions for complex state-of-the-art instruments.
• Solid computer skills, including familiarity with data system hardware and industry-standard operating systems.
• Excel at continual learning in a rapidly advancing technological area.
• Ability to communicate effectively in a professional manner with both internal and external customers.
• Demonstrates commercial awareness.
• The personality of a natural team player, willing and able to build confidence and to establish strong co-operative relationships with personnel throughout the company, customer base and with key individuals within the industry.
• Should have worked on various remote support tools, e.g. Teams, TeamViewer etc.
• SAP and Salesforce knowledge is an advantage.
• Must be willing and able to travel nationally and internationally.

Benefits

• Must have excellent customer relations skills and the ability to make timely and effective decisions.
• Customer service oriented good communication skills used to support various technical issues and desktop operation queries.