Technical Support Specialist

Peak Scientific, Inc.; Erskine; On-site; GBP 34,000 - 39,000; Full time

Job summary

Peak International Group is seeking a Technical Support Specialist to join our EMENA Service team in Germany. The role focuses on delivering first-class technical support to customers, distributors, and OEM partners across the EMENA region, reporting to the Technical Manager EMENA.

You will diagnose and resolve issues via phone, email, and service systems, manage tickets in Zendesk, coordinate field service, and assist with installations, IQ/OQ activities, and warranty support to uphold service

Qualifications

• Remote mechanical and electrical fault finding and diagnosis.
• Customer service mindset with a passion for delivering excellent experiences.
• Knowledge of pneumatic and/or hydraulic systems.
• Experience troubleshooting using electrical and mechanical schematics.
• Fluency in German and English; additional languages advantageous.
• Strong organisational skills to prioritise a varied workload.
• Excellent communication with customers and stakeholders.
• Proactive, self-motivated, able to work independently.
• Attention to detail and high-quality work.
• Calm and effective in a fast-paced environment with multiple priorities.

Responsibilities

• Provide first-class technical support to customers across the EMENA region via phone, email and service systems.
• Manage technical enquiries through Peak's service management platforms and processes.
• Diagnose issues remotely using tools like SightCall and coordinate resolutions.
• Prioritize and resolve support tickets using Zendesk; escalate when needed.
• Coordinate field service activity to meet service level agreements.
• Assist with service and repair quotations with Service Sales colleagues.
• Process warranty claims and parts requests.
• Coordinate installations and IQ/OQ activities for new generators.

Skills

Remote fault finding

German & English fluency

Technical troubleshooting

Pneumatic systems

Hydraulic systems

Communication skills

Organisational skills

Independent work

Tools

Sightcall Visual Support

Zendesk

Job description

Technical Support Specialist

Location – Frankfurt, Germany

Salary – €40000- €46000

Working model – Hybrid

At the Peak International Group, we are passionate about delivering world‑class gas generation solutions and exceptional customer support. We are looking for a Technical Support Specialist to join our EMENA Service team and play a key role in supporting our customers, distributors, and OEM partners across the region. The role is based in Germany and reports to the Technical Manager EMENA

The Role

As a Technical Support Specialist, you will provide first‑class technical support to customers across the EMENA region, helping to diagnose and resolve issues while delivering an excellent customer experience. You will manage technical enquiries through phone, email, and service systems, ensuring requests are prioritised and resolved in line with agreed service levels.

Working closely with Regional Service Managers, Schedulers, and Service Sales teams, you will support customers throughout their journey, from troubleshooting and repairs to installations and warranty support

What You'll Be Doing

• Providing technical support through Peak's service management systems and processes.
• Responding promptly and professionally to customer enquiries via phone and email.
• Diagnosing technical issues remotely using tools such as Sightcall Visual Support.
• Managing and prioritising support tickets through Zendesk.
• Coordinating field service activity to ensure service level agreements are achieved.
• Supporting customers with service and repair quotations alongside Service Sales colleagues.
• Processing warranty claims and parts requests.
• Coordinating installations and IQ/OQ activities for new generators.
• Escalating technical issues when required and supporting continuous improvement across the service function.

What We're Looking For

We're looking for a customer‑focused technical professional who enjoys solving problems and delivering exceptional support. Ideally, you’ll have:

• Experience carrying out remote mechanical and electrical fault finding and diagnosis.
• A strong customer service mindset, with a passion for delivering excellent customer experiences.
• Knowledge of pneumatic and/or hydraulic systems.
• Experience troubleshooting technical issues using electrical and mechanical schematics.
• Fluency in both German and English. Additional language skills in French, Spanish, or Italian (C1 level or above) would be highly advantageous.
• Strong organisational skills with the ability to prioritise a varied workload effectively.
• Excellent communication skills and confidence engaging with customers and stakeholders at all levels.
• A proactive, self‑motivated approach with the ability to work independently.
• A keen eye for detail and a commitment to delivering high‑quality, accurate work.
• The ability to remain calm and effective in a fast‑paced environment while managing multiple priorities.

This is an excellent opportunity for someone who enjoys combining technical expertise with customer interaction and is looking to make a real impact within a growing international service team.

Why Join the Peak International Group?

At the Peak International Group, you’ll be part of a collaborative and innovative global business where customer satisfaction and technical excellence are at the heart of everything we do. You’ll have the opportunity to work with industry‑leading technology, develop your expertise, and make a meaningful impact supporting customers across the EMENA region.

At Peak, our values guide everything we do. We’re passionate about putting customers first, embracing innovation, staying agile in a fast‑paced environment, treating everyone with respect, and taking pride in delivering great results together. If you’re curious, collaborative, and driven to make a positive impact, you’ll fit right in.

If you’re passionate about problem‑solving, enjoy working in a customer‑focused technical environment, and are looking for your next challenge, we’d love to hear from you.