Technical Support and Training Specialist – nanoindentation(m/w/x)

Description

In this role, you will provide expert technical support and training for nanoindentation products, ensuring customer satisfaction through effective problem resolution and proactive communication. Your daily activities will include conducting training sessions, troubleshooting issues, and collaborating with engineers and distributors to enhance product performance.

Requirements

• •International travel for onsite support
• •Self-motivation and exceptional problem-solving capabilities
• •Science Degree/PhD in Electronics, Physics, Materials Science, Metallurgy, or Mechanical Engineering
• •Extensive knowledge in materials science, particularly metals
• •Understanding of mechanical test principles
• •Experience in operating nanoindentation instruments or performing mechanical characterization
• •Sound understanding of electronics and PC setup
• •Additional language skills advantageous

Tasks

• •Provide high-level onsite technical support for critical customer escalations
• •Act as the primary technical support contact for the product range
• •Log customer calls and attempt to resolve issues via telephone and remote control
• •Communicate positively and constructively with customers regarding problem status
• •Support field engineers and distributors with technical and training queries
• •Deliver face-to-face and remote training for engineers and customers
• •Develop and roll out training products for customers, engineers, and distributors
• •Promote and deliver onsite consultancy and training services
• •Take ownership of customer problems and liaise with internal departments for resolution
• •Prepare troubleshooting guidelines and digital support products
• •Maintain records of problems and solutions using knowledge-centered support methodology
• •Follow up with customers to ensure smooth equipment operation
• •Participate in surveys related to customer satisfaction and product performance
• •Contribute to new product development by considering support organization needs
• •Produce product release materials for the global team
• •Liaise with development groups on installation procedures for new or updated equipment
• •Proactively manage end-of-life processes via technical support and onsite service
• •Promote a positive image of the company in all communications
• •Advise customers on instrumentation options, upgrades, and support contracts
• •Liaise with manufacturing to ensure availability of parts for routine and emergency situations