Technical Support Engineer - France Based

KPM Analytics; France; Hybrid; EUR 35,000 - 52,000; Full time

Job summary

KPM Analytics France seeks a France-based Technical Support Engineer to provide remote diagnostics and on-site assistance as needed. You will receive requests through the After-Sales Coordinator, manage cases, diagnose issues, identify parts, and track orders while reporting trends and training needs.

You will also develop service activities by promoting offerings, coordinating with workshop and field colleagues, and maintaining thorough CRM documentation.

Qualifications

• Proficient in technical diagnostics and troubleshooting.
• Excellent written and verbal communication skills.
• Strong interpersonal abilities for customer interaction.
• Willingness to travel nationally and internationally.
• Experience with CRM and service management tools.

Responsibilities

• Receive requests via After-Sales Coordinator with quick response within 4 hours.
• Manage and follow up on support cases to resolve issues quickly and satisfy customers.
• Diagnose issues encountered by KPM users remotely or on-site when needed.
• Identify replacement parts and manage order references and tracking.
• Report training needs and new issues to the After-Sales Service Manager.
• Document all cases accurately in the CRM per process requirements.
• Promote service offerings during customer interactions and coordinate with workshop/field teams.
• Provide training to service team members and stay updated on brand products.

Skills

Technical skills

Clear communication

Interpersonal skills

Mobility

CRM usage

Tools

CRM systems

Analytical instrumentation

ERP/IT systems

Job description

Reporting to the EMEA After-Sales Service Manager, the Technical Support Specialist provides technical support through remote diagnostics (email, phone) for our customers and partners.

Customer/Distributor Technical Support

• Receiving requests through the After-Sales Service Coordinator (first response expected within 4 hours)
• Managing and following up on cases with the goal of resolving them as quickly as possible (customer satisfaction)
• Performing or assisting with the diagnosis of issues encountered by KPM users
• Identifying parts to be replaced and providing part references. Managing and tracking orders placed
• Reporting customer/distributor training needs
• Reporting new issues or concerning trends to the After-Sales Service Manager

Service Activity Development

• Promoting existing service offerings during interactions with customers/distributors
• Providing work to workshop and field colleagues by flagging cases that require their involvement
• Accurately documenting managed cases, in line with the requirements of the After-Sales Service Manager and the VP of Service
• Monitoring and updating the CRM database, particularly following interactions with customers/distributors (device creation, customer contact creation, email address changes, device obsolescence, etc.)

Training

• Training service team members and assisting with diagnostics
• Keeping up with KPM training (staying current on new developments and able to handle cases across the various KPM brands)

Profile

• Technical skills
• Ability to communicate clearly and instructively. Strong interpersonal skills
• National and international mobility
• Onsite activities will be in food processing facilities were where personal protective equipment (PPE) will be required.
• While performing the duties of this job, the employee is regularly required to stand, sit; talk, hear, and use hands and fingers to operate a computer and analytical instrumentation.
• Ability to lift/carry 30 kilos.

What We Offer

A dynamic work environment with opportunities for both independent and collaborative work. This role is located at our KPM Analytics France headquarters, a cutting-edge brand with a rich history, continuously investing in new technologies. Within KPM Analytics there is career growth potential, allowing for increased independence in customer interactions.

Technical Support Engineer - France Based