Technical Support Specialist
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 China, Japan, Korea and the United States. 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: Thun, Switzerland
Description
As part of the Global Service and Support Team you will serve as the first line of contact to our customers worldwide. This position is an office based position.
Responsibilities
- Deliver first and second-level support for the TOFWERK product portfolio and services, emphasizing our fibTOF and icpTOF products – including inquiries on software, hardware, and applications
- 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 procedures
- Take ownership on customer requests and complaints by solving or escalating them as appropriate.
- Maintain support knowledge base and trigger the creation of missing content articles.
- Assist in developing and improving support documentation, tools and processes
- Maintain knowledge of instruments and products by attending educational workshops
- Collaborate with a team of technical support specialists to optimize efficiency and effectiveness
- Facilitate communication between sales, production, and technical support to coordinate the timely delivery of spare parts and accessories
Required Skills
- 2+ years of relevant technical experience supporting scientific apparatus. Experience with mass spectrometers is a plus
- 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
- Strong verbal and written communication skills in English (B2 level or higher) to adeptly troubleshoot technical issues via phone, email, remote sessions, or in-person interactions
- Capable of functioning effectively in an environment where tasks and priorities may change frequently
- Ability to travel occasionally after completing internal training
- Proficient in working both independently and collaboratively within a team, demonstrating self-sufficiency with minimal supervision
- Excellent 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-744 at jobs@tofwerk.com