User Support Analyst supporting local IT team in Eschenbach, providing hardware and software solutions. Involves problem analysis and implementation of new IT processes.
About the role
- Technical Support Engineer providing second-line technical support and field services for Liquid and Power products in the Americas. Collaborating with colleagues to enhance customer satisfaction.
Responsibilities
- Provide exceptional second-line technical support to our Liquid and Power customers in the Americas via phone, email, and remote tools.
- Deliver high-class services at customer sites, including commissioning, maintenance, troubleshooting, training, and repairs.
- Travel to customer sites approximately two weeks per month (up to 50% travel).
- Contribute to and promote best practices and continual service improvement within the Technical Support – Liquid and Power team.
- Ensure that service quality and responsiveness meet or exceed key performance indicator (KPI) targets.
- Collaborate closely with colleagues in Technical Support, Field Service, Sales, and Product Management to support customers with our entire portfolio.
Requirements
- Bachelor's degree in technology (e.g., Electrical Engineering, Automation, Instrumentation, Mechanical Engineering, Chemistry) or an equivalent combination of education and experience.
- Experience in technical support, field service, or commissioning for industrial instrumentation, process, or automation environments.
- Hands-on mechanical engineering experience and comfort working with equipment in industrial environments.
- Understanding of metrology, process industry, automation, chemistry, and related applications.
Benefits
- Health, dental, and vision insurance
- Flexible spending accounts
- Company paid life insurance
- Long and short term disability
- 401(K) plan with company match
- Voluntary benefits programs
- Fitness reimbursement
- Employee Assistance Programs
- Tuition reimbursement
- Holiday pay
- Generous paid time off plan
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