Technical support coordinator

工作内容

Overview

• Technical support and coordination towards first line engineers concerning Bruker MicroCT issues
• Continuous consultation with distributors, agents and Bruker to discuss potential issues
• Giving technical advice and solutions
• Managing homologation and standardization issues (environmental, regulation etc.)
• Testing support and analysis for new and current products
• Handling of warranty claims
• Handling of spare parts
• Coordination of incoming support tickets
• Perform root cause analysis for technical issues
• Form and manage the support engineering incident team
• Communicate in with service requesters and customers in a professional manner
• Escalates issues to Service mgmt. and ensures these come to a resolution within agreed SLAs.
• Following, updating and reporting according to service playbooks
• To communicate and work with software / hardware development teams
• Assign product engineers with the right skills to incoming support tickets
• Communicate proactive and brief the product engineers about the assigned tickets
• Besides the scheduling you will be the technical case owner. You will provide high quality support to internal and external customers, by focusing on technical aspects within our Control Systems department. You are the reference for all technical/technological questions and solve (online/remotely) 90% of the cases with the technical support team. To cases you can’t solve, you will decide on follow-up approach/solution.
• You ensure a constant and accurate exchange of technical information for all stakeholders involved.
• If necessary having contact with customers and being able to solve things by phone is part of your tasks, as well as persuading customers to take on-site actions on your technical recommendation.
  
  

Responsibilities

• Working experience and knowledge of customer support work processes and best practices needed to deliver great customer experiences
• Excellent customer service and interpersonal skills
• Excellent verbal and written communication skills and the ability to convey complex information and procedures to novice level users
• Demonstrated track record and passion for understanding and addressing customer needs
• Strong analytical and problem-solving skills
• Must possess the ability to work independently to resolve reported or discovered product issues
• Highly organized and detail oriented
• Results driven and dedicated to delivering outstanding work
• Proven ability to multi-task, work under pressure, adapt and thrive in a fast-paced environment
• Must have strong knowledge and expertise using the Windows operating systems.
• Proficiency in Microsoft Office products including Outlook, Word, Excel and PowerPoint
• Basic understanding of X-ray imaging technology is a plus, but not required
• Ability to identify and assist with the implementation of process improvements
  
  

Ability to work in and with a young dynamic team

Qualifications

Industrial engineer / Professional Bachelor in electronics or (electro) mechanics or equivalent by experience. A technical discipline such as computer science, electrical/electronic/biomedical engineering a plus, or an equivalent blend of education and experience in a fast-paced technology environment

• Dutch (at the level of mother language)
• English
• French