Cryogenic Field Service Engineer

Atlas Copco Airpower N.V.; Rotterdam; On-site; EUR 55,000 - 90,000; Full time

Job summary

Montana Instruments Netherlands Rotterdam is seeking a Field Service Engineer to provide post-sale customer support. You will troubleshoot issues by phone and email, travel for site installations and training, and perform remote installations.

Responsibilities include preparing reports, coordinating RMAs, and driving improvements in service delivery. The role requires 50-75% travel internationally and domestically, with a strong engineering background and CRM experience.

Qualifications

• Bachelor’s degree in engineering or related field.
• 3-5 years’ experience in a Customer Service role.
• Knowledge of Salesforce or equivalent CRM software.

Responsibilities

• Troubleshoot, diagnose, and resolve customer problems via phone and email.
• Travel to customer sites for installation, user training, maintenance, and problem resolution (50-75% travel).
• Perform remote installations.
• Prepare service trip reports and communicate issues to the team.
• Issue RMAs and coordinate with sales, production, and shipping to complete service work and invoicing.
• Identify systemic issues and drive root-cause corrective actions.
• Review product manuals and assist in updating manuals.
• Manage international service networks and deliver trainings as needed.

Skills

Customer service

Salesforce CRM

Technical communication

Remote support

ERP systems

Microsoft Excel

Education

Bachelor’s degree in engineering

Tools

Salesforce

Job description

Service Montana Instruments Netherlands rotterdam

The Field Service Engineer is responsible for post-sale customer support activities at Montana Instruments.

Essential Duties, Responsibilities, and Expectations

Troubleshoot, diagnose, and resolve customer problems via phone and email.

• Track and follow up with customers to ensure issues are resolved.
• Travel to customer sites to perform installation, user training, maintenance, and resolve problems.
• Perform remote installations.
• Prepare service trip reports, document issues, and pass on relevant information to the team.
• Issue RMAs, work with sales, production and shipping/receiving to ensure service work is completed in a timely manner and customer systems are returned and invoiced appropriately.
• Identify systemic customer issues and work towards root cause and corrective actions.
• Review product manuals for accuracy and assist in the development of product and service manuals.
• Manage international distribution service networks –run training events when necessary and provide technical service bulletin and updates as needed.
• International and domestic travel required 50-75% of the time.

To succeed, you will need

Minimum Qualifications (Experience / Education)

Bachelor’s degree in an engineering or related field.

3-5 years’ experience in a Customer Service role

Knowledge of Salesforce or equivalent CRM software

Competencies // Knowledge, Skills, and Abilities (KSA’s)

• Strong, positive, interpersonal skills and the ability to work as an effective member of a team.
• Able to communicate technical concepts verbally and in writing across the organization.
• Strong problem solving and analytical skills.
• Self-starter, able to work in a fast-paced environment with accuracy and efficiency.
• Proficient with Microsoft Suite (Word, Excel, Outlook, etc.).
• Knowledge of quantum materials research and technology (bonus).
• Experience with ERP systems and an understanding of how engineering and manufacturing interfaces with these systems.
• Solid understanding of engineering knowledge and scientific principles.

In return, we offer

• Culture of trust and accountability
• Lifelong learning and career growth
• Innovation powered by people
• Comprehensive compensation and benefits
• Health and well-being

Job location

This role is fully remote, enabling you to work from anywhere in the world. We value results over location and provide the tools and support you need to succeed from any location.

Contact information

Talent Acquisition Team: Danielle Ward

Montana Instruments is an industry-leading brand in cryostat solutions for physics research and low-temperature technology, enabling paradigm-shifting discoveries. This brand proudly supplies pioneers in the field with simple and efficient tools that are essential to their work. By making cold science simple, Montana Instruments pave the way for customers’ paradigm-shifting quantum discoveries. All by offering high-precision electrical, optical and cryogenic products for quantum computing, quantum education, quantum networking and quantum materials research. The custom engineering team is ready to adapt solutions for specific needs. With cutting-edge software and strategic product development, Montana Instruments delivers tried and trusted results to customers around the world. Montana Instruments is a brand within Atlas Copco Group.