Remote Technical Support Specialist

Werfen; Madrid; A distancia; EUR 40.000 - 60.000; Jornada completa

Descripción de la vacante

A leading technology service provider is seeking a Technical Service Specialist based in Madrid. This role involves overseeing service operations for instrument platforms and providing essential technical support to field staff. The ideal candidate should have a relevant engineering degree and experience in technical service support, along with strong analytical and interpersonal skills. The position may require travel up to 20% of the time.

Formación

• Relevant technical background in engineering or similar fields.
• Experience in technical service support.

Responsabilidades

• Resolve escalated technical issues promptly.
• Ensure service performance and continuous improvement.
• Train Field Service Engineers on instrument platforms.
• Provide technical support for troubleshooting.
• Maintain up-to-date technical documentation.
• Liaise with manufacturers for issue escalation.
• Oversee service operations and supervise unit performance.
• Define spare parts and stock requirements.
• Generate performance reports on service operations.
• Refurbish and test instruments before deployment.

Conocimientos

Fluent verbal and written communication

Technical problem-solving

Team building

Analytical skills

Leadership qualities

Creative thinking

Interpersonal skills

Educación

Degree in Industrial, Electronic, Informatics, Telecommunications Engineering

Descripción del empleo

Job Summary

Overseeing the service of assigned instrument platforms and ensuring the proper functioning of services in this area. The Technical Service Specialist will be part of a team of technical experts, providing essential technical knowledge to support customers and field staff with high-quality service.

Key Accountabilities

• Resolve Escalated Technical Issues: Address and manage technical problems escalated from the field to ensure prompt resolution.
• Ensure Performance and Continuous Improvement: Be accountable for the performance and continuous improvement of service for assigned instruments, meeting key metrics such as First Time Fix rate, IFR, response time under 24 hours, and cost efficiency.
• Train Field Service Engineers (FSE): Keep the FSEs trained on the assigned instrument platforms to ensure they are equipped with the latest knowledge and skills.
• Provide Technical Support: Offer telematic, voice, or on‑site support to FSEs for technical troubleshooting and guidance; also provide technical support to the assigned customers.
• Maintain Technical Documentation: Ensure that all necessary and up‑to‑date technical documentation for assigned platforms is available and accessible to FSEs.
• Liaise with Manufacturers: Maintain regular communication with the instrument manufacturers, escalating issues and following up on improvements.
• Oversee Service Operations and Supervise Unit: Supervise the operations of assigned units and review service performance with the Business Unit.
• Define Spare Parts and Stock Requirements: Define appropriate stock levels in the warehouse and for car stock to ensure repairs are completed within the committed timelines.
• Generate Performance Reports: Regularly generate and review reports on the quantitative and qualitative performance of service operations for assigned platforms.
• Refurbish Instruments and Test Modules: Refurbish and test instruments and modules in the workshop to ensure they meet operational standards before deployment.

Networking / Key Relationships

Other roles within service: Service Specialist Manager, Service Area Manager, Service Director, Helpline, Field Service Engineer, Supply Chain.

Minimum Knowledge & Experience required for the position

Education

Relevant technical background, such as Industrial, Electronic, Informatics, Telecommunications Engineering, or similar fields.

Experience

Experience in technical service support.

Additional Skills / Knowledge

• Good interpersonal skills: Strong predisposition and enthusiasm for creating highly collaborative working relationships and fostering team building.
• Adaptability: Must be adaptable and flexible in work assignments and situations.

Skills & Capabilities

• Fluent in verbal, written, and presentation skills.
• Information systems.
• Impact and influencing.
• Leadership.
• Analytical and technical skills.
• Team building.
• Strong motivational and interpersonal skills.
• Creative thinking.
• Interpreting data.
• Problem‑solving.
• Interpersonal skills.

Travel requirements

• 20% of time