TOFWERK is making the world a cleaner place through innovative solutions for chemical analysis.
Our scientists and engineers design, manufacture, and optimize high performance mass spectrometers for new applications to support researchers and industrial customers around the world.
We are headquartered in Thun, Switzerland, with regional offices in the United States, China, Korea, and Japan. Our diverse team members cultivate a collaborative and creative work environment. Together we deliver the highest quality products and service to ensure our customers' success.
Location: TOFWERK Headquarters, Thun, Switzerland
Description
As part of the Global Service and Support Team, you will serve as the first level contact to our customers in the EMEA region and as second level contact for customers globally.
Responsibilities
* Role in Service & Support
* Provide first and second level support for the whole Tofwerk product portfolio, covering software, hardware and applications questions
* lnitiate and monitor progress of on-site interventions as well as in-house repairs if needed
* Troubleshoot by analyzing, identifying, and diagnosing faults and symptoms using established procedure
* Take ownership on customer requests and complaints, solve or escalate them appropriately (following desired processes)
* Maintain support knowledge base and trigger the creation of missing articles. Assist in developing and improving support documentation, tools and processes
* Maintain knowledge of instruments and products by attending educational workshops
* Act together with a team of technical support specialists to achieve best possible efficiency
* Ensure interface with sales and production to organize the delivery of spart 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 configuration of base images
Required Skills
* 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, demonstrated problem solving and decision making skills
* Good English verbal and written communication skills (B2 or higher) to effectively troubleshoot technical issues over the phone, through email, during remote sessions, or in person
* Able to operate within an interrupt driven environment
* Ability to travel up to 50% after completing internal training
* Able to work independently or with a team while requiring minimal supervision
* organizational skills
What we offer
* Exciting career opportunities in a fast-growing company
* Belong to a dedicated team with direct reporting to head of global service & support
* International and diverse environment (16+ different nationalities)
* Dedicated training in system commissioning and maintenance
We look forward to receiving your application referencing HR-911