Technical Support Engineer - Remote

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

Descripción de la vacante

A medical technology company located in Madrid is seeking a Technical Service Specialist to oversee the service of instrument platforms and ensure top-quality technical support to customers. The ideal candidate will have a relevant engineering background and experience in technical service, exceptional interpersonal skills, and the ability to train and support Field Service Engineers. This position requires 20% travel for client interactions and support.

Formación

• Relevant technical background, such as Engineering in a related field.
• Experience in technical service support.

Responsabilidades

• Oversee service of assigned instrument platforms and ensure proper functioning.
• Resolve escalated technical issues promptly.
• Train Field Service Engineers on assigned platforms.
• Provide technical support to FSEs and customers.
• Maintain necessary technical documentation.
• Liaise with instrument manufacturers.
• Supervise service operations of assigned units.
• Define spare parts and stock requirements.
• Generate performance reports on service operations.
• Refurbish and test instruments for operational standards.

Conocimientos

Interpersonal skills

Analytical skills

Problem-solving

Leadership

Technical skills

Creative thinking

Team building

Adaptability

Communication skills

Educación

Relevant technical background (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