Customer Service Engineer

The Big Picture

As a Customer Service Engineer with our team, you will be the technical bridge between our innovative products and our valued customers, providing expert troubleshooting, maintenance, and support. You'll leverage your experience to ensure optimal performance of our systems while building strong customer relationships through exceptional service delivery.

What's in it for You

• Experience personalized career journeys with growth-oriented development opportunities.
• Engage in purpose-driven work that makes a positive impact on society.
• Be part of a values-driven culture that fosters inclusivity and innovation.
• Placeholder for local benefits
• Strong technical support and mentoring.
• Meaningful work with professional customers.
• Focus on career development.
• A package including of salary, commission, company car, private healthcare, life insurance, and more.

Your Superpowers in Action

• Diagnose and resolve complex technical issues for customers through remote support and on-site visits, ensuring minimal system downtime and maximum customer satisfaction.
• Install, maintain, and upgrade customer equipment according to specifications and quality standards, documenting all service activities thoroughly.
• Provide comprehensive technical training to customers on product operation, maintenance, and troubleshooting procedures.
• Maintain personal service spares issued and inventory records to the highest standard, ensuring all anomalies are quickly and effectively reported and resolved.
• Manage all required reporting in accordance with our SLAs: Service Documentation, Service Reports, Time Sheets, Expense Claims, etc. on a weekly basis.
• Collaborate with cross-functional teams including Global Technical support and Quality assurance to address product improvements based on field experience.
• Serve as a technical advisor to the sales team during pre-sales activities and product demonstrations.

Basic qualifications

• Bachelor's to Master degree in Electronic Engineering or Biotechnology, or related technical field.
• Minimum 10 years of experience in a customer-facing technical support or service engineering role.
• Demonstrated expertise in troubleshooting complex technical systems and equipment.
• Strong communication skills with the ability to explain technical concepts clearly to non-technical audiences.
• Willingness to travel up to 50% of the time to customer sites on TERRITORY.
• Full driving license

Preferred qualifications

• Experience with life sciences, diagnostics, or laboratory instrumentation.
• Knowledge of regulatory requirements in relevant industries (e.g., ISO, FDA).
• Proficiency in both English and French languages.
• Experience in Service management software used for reporting Service activities
• Background in training customers on technical products and systems.