Customer Support Engineer

About the role

Join Anton Paar QuantaTec as a Customer Service Engineer to install, maintain, troubleshoot, and repair sophisticated scientific instruments while delivering exceptional service and support to customers across a wide range of industries and applications.

Responsibilities

• Provide the highest quality technical support to customers and address all service and support inquiries related to our products utilizing designated reports and systems
• Convey customer feedback and requirements to the departments responsible within the company to enhance product quality sustainably, as well as offer additional ideas for ongoing product development
• Deliver prompt, high-quality, and cost-effective repairs to customers
• Communicate quality-related information through the established reports and systems
• Responsibly address all technical inquiries from both internal and external customers
• Regularly monitor the status of support tickets within the product domain
• Organize and deliver training sessions for service engineers, either internally or on-site
• Collaborate with the Technical Documentation team to produce service manuals, maintenance protocols, and instructional videos
• Assist subsidiaries and sales partners with installations, setup, or service and maintenance activities at customer locations
• Prepare necessary documentation for activities related to the approval of serial production, such as generating spare parts lists
• Update and maintain entries in the Product Knowledge Database
• Manage the operational processing of repairs and returned goods, including reception, identification, organization, process oversight, billing, and closure
• Maintain the calibration and functionality of analytical instruments used by Anton Paar QuantaTec within the Product Competence and Customer Support sectors
• Be prepared to travel domestically or internationally to other Anton Paar facilities, not exceeding 25% of the time
• Perform all other duties as assigned

Qualifications

• Bachelor's Degree in Engineering or a related field
• Three years of experience in customer service or support
• Excellent communication skills
• Proven ability to collaborate effectively with team members, as well as with internal and external customers
• Demonstrated proficiency in efficient work methods and capacity to manage multiple tasks within a fast-paced environment

Preferred Skills

• Possession of a Master's Degree in Engineering or a related discipline
• Proficiency in scientific instrumentation is considered advantageous
• Familiarity with Six Sigma methodologies is also regarded as beneficial

Additional Information

This role is that of an independent contributor who is part of multiple teams and bears no supervisory responsibilities.

During the execution of duties pertinent to this position, the employee is routinely expected to sit, stand, walk, observe, communicate, and manipulate items such as computers, machinery, and other equipment. Additionally, the employee must occasionally lift and/or transport weights of up to 50 pounds. The position necessitates the capability to acquire a passport for international travel.