Customer Support Engineer

Job Summary

The Customer Support Engineer is tasked with providing support to our sales subsidiaries and partner organizations concerning the operation and maintenance of Anton Paar QuantaTec analytical laboratory instruments. The responsibilities of the Customer Support Engineer include:

• Providing the highest quality technical support to our customers and addressing all service and support inquiries related to our products utilizing designated reports and systems.
• Conveying customer feedback and requirements to the departments responsible within the company to enhance product quality sustainably, as well as offering additional ideas for ongoing product development.
• Delivering prompt, high-quality, and cost-effective repairs to customers.
• Communicating quality-related information through the established reports and systems.

Roles and Responsibilities

The Customer Support Engineer is a self-starter with excellent communication skills who engages with Intercompany teams to provide solutions. Job duties include:

• Responsibly address all technical inquiries from both internal and external customers.
• Regularly monitor the status of support tickets within the product domain.
• Organize and deliver training sessions for service engineers, either internally or on-site.
• Collaborate with the Technical Documentation team to produce service manuals, maintenance protocols, and instructional videos.
• Assist subsidiaries and sales partners with installations, setup, or service and maintenance activities at customer locations.
• Prepare necessary documentation for activities related to the approval of serial production, such as generating spare parts lists.
• Update and maintain entries in the Product Knowledge Database.
• Manage the operational processing of repairs and returned goods, including reception, identification, organization, process oversight, billing, and closure.
• Maintain the calibration and functionality of analytical instruments used by Anton Paar QuantaTec within the Product Competence and Customer Support sectors.
• Be prepared to travel domestically or internationally to other Anton Paar facilities, not exceeding 25% of the time.
• Perform all other duties as assigned.

Education and Experience

The Customer Support Engineer position generally necessitates a combination of experience, educational background, training, certifications, and pertinent skills. The role mandates the following qualifications and competencies.

• Bachelor’s Degree in Engineering or a related field
• Three years of experience in customer service or support
• Excellent communication skills
• Proven ability to collaborate effectively with team members, as well as with internal and external customers
• Demonstrated proficiency in efficient work methods and capacity to manage multiple tasks within a fast-paced environment

Preferred skills include:

• Possession of a Master’s Degree in Engineering or a related discipline.
• Proficiency in scientific instrumentation is considered advantageous.
• Familiarity with Six Sigma methodologies is also regarded as beneficial.

Supervision Exercised

This role is that of an independent contributor who is part of multiple teams and bears no supervisory responsibilities.

Physical Requirements & Working Conditions

During the execution of duties pertinent to this position, the employee is routinely expected to sit, stand, walk, observe, communicate, and manipulate items such as computers, machinery, and other equipment. Additionally, the employee must occasionally lift and/or transport weights of up to 50 pounds.

The position necessitates the capability to acquire a passport for international travel.

With regard to organizational matters, the employee shall adhere to the regulations outlined in the Anton Paar Employee Handbook, except as otherwise specified.

Anton Paar QuantaTec Inc. is an Equal Opportunity Employer. Employment opportunities at Anton Paar QuantaTec Inc. are based upon one's qualifications and capabilities to perform the essential functions of a particular job. All employment opportunities are provided without regard to: age, race, color, religion, sex, pregnancy, childbirth or related medical condition, sexual orientation, gender identity, national origin, genetic information, sickle cell trait, marital status, disability, veteran status or any other characteristic protected by law.

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