Life Science Field Tech Support – Europe

Tecan Austria GmbH; France; Hybride; EUR 40 000 - 60 000; Plein temps

Résumé du poste

Tecan France is seeking a Technical Support Specialist (100%). You will respond to customer calls across Europe, initiate on-site interventions, and document issues in SAP, ensuring quick and effective solutions while maintaining high customer satisfaction.

The role requires a degree in biology, computer science, or engineering, several years in Life Science service, and fluent English; additional European languages and sales talent are a plus.

Qualifications

• Degree in Biology, Computer Science, Technical Engineering, or equivalent.
• Several years of laboratory or Life Science industry experience.
• Experience in the service industry and helpdesk/call center work.
• Fluent in spoken and written English; other major European languages are a plus.
• Excellent customer interaction skills, communicative, flexible working hours, ability to remain effective in demanding situations.
• Sales talent is a plus.

Responsabilités

• Respond directly to customer calls and reported issues, providing answers or appropriate solutions for all European customers and distributors.
• Initiate and monitor on-site specialist interventions or equipment repairs, ensuring transparent communication with customers.
• Check and ensure customer satisfaction through monthly feedback calls.
• Document service processes in SAP.
• Provide immediate responses to service issues, including equipment installation, product operation/performance, repairs, calibrations, maintenance, sales conditions, warranty regulations, technical problems, software/firmware levels, goods return procedures, and documentation.
• Take up issues that cannot be answered directly, initiate solutions, and track activities until the customer receives an appropriate solution and the case is closed.
• Enter and document all issues into the SAP system as specified by the process.
• When dispatching specialists, observe criteria such as shortest time to site, minimum travel costs, given priorities, and contractual obligations.
• Monitor adherence to agreed dates, times, deadlines, and promised actions, ensuring proper completion of activities.
• Plan and monitor maintenance and calibrations.
• Communicate critical issues, customer complaints, and deadline exceedances to the EU Helpdesk Manager.

Connaissances

Customer service

Multicultural experience

English fluent

Relationship management

Flexibility

Formation

Biology/CS/Engineering degree or equivalent

Description du poste

Tecan France is seeking a Technical Support Specialist (100%). You will respond to customer calls across Europe, initiate on-site interventions, and document issues in SAP, ensuring quick and effective solutions while maintaining high customer satisfaction.

The role requires a degree in biology, computer science, or engineering, several years in Life Science service, and fluent English; additional European languages and sales talent are a plus.