Product Support Lead

Tasks & Responsibilities

• Stay up to date with new product developments to ensure we always deliver the highest level of service possible in all markets in Americas
• Coordinate and provide support for the rollout of new software releases in the field
• Respond to all support requests, troubleshooting and resolving complex HW and SW issues from lead technicians or service managers (calls and mails) in a timely manner
• Provide Backoffice, Installation support including networking setup, registration of machines etc.
• Translate customer requests into R&D sprints as necessary
• Produce service documentation. This includes service manuals, upgrade instructions, technical bulletins
• Maintain recommended Spare Parts lists for Envipco Service, Partners and Supply Chain
• Gather feedback direct from customers for future improvements/enhancements to our devices
• Collaborate with multiple internal departments to ensure customer satisfaction
• For new markets: Provide introduction support according to provided specifications approved by Customer and Envipco Management
• Improve and maintain Troubleshooting guide and Maintenance procedures
• Identify training needs and organize both online and onsite training sessions and process trainings in person, if necessary
• Maintain organized records of all technical updates
• Local travel required up to 20% of time

Job Requirements

• Technical degree in electrical engineering, electronics, mechatronics or similar
• Prior experience with reverse vending equipment is highly desired
• 5+ years’ experience in a technical support role
• Background in customer service/support, ideally with both onsite & remote experience
• Comfortable in a multi-disciplined environment: Mechanical, Electrical/Electronic & Software
• Strong written/verbal communication skills