Technical Support Specialist

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

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Ever wondered how your skills and unique background could impact the world of tomorrow? Join our team as a Technical Support Specialist and bring your passion and talent to work.

Technical Support Specialist – 100% – France

Responsibilities

• 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.

Your Background

• Degree in Biology, Computer Science, Technical Engineering, or similar academic background; alternatively, proven equivalent know-how acquired in your professional career.
• Several years of laboratory or Life Science industry experience.
• Experience in the service industry and helpdesk/call center work.
• Used to working in a multicultural and multilingual environment.
• Fluent in spoken and written English; other major European language capabilities are a plus.
• Excellent customer interaction skills, communicative, flexible working hours, ability to remain effective in demanding situations, reliability, structured approach, and team ability.
• Sales talent is a plus.

What makes working at Tecan unique

• The chance to make it count and to have an impact on the world of tomorrow.
• Working in an international and diverse environment.
• The opportunity to grow your career within the company.
• Feel empowered by our strong and unique company culture.
• Comprehensive compensation and benefits package.

Join Tecan, a great place to work! Read about our recent certification from Great Place to Work.

Our purpose.

At Tecan we are driven to improve people’s lives and health. We do this by empowering our customers to scale healthcare innovation globally from life science to the clinic. We collaborate with our customers from early-stage innovation through project implementation and beyond. We deliver the products, services and solutions that make lab processes and medical procedures precise, reproducible and compliant.

Stay unique and make it count.

Our values - trust, highest standards and ambition - are the cornerstones of our business and provide the framework for Tecan's culture. We foster a positive and empowering environment where our rarest assets, our unique employees, can grow and bring their passion and talent to work.