Technical Support Engineer - France Based
Summary
Reporting to the EMEA After-Sales Service Manager, the Technical Support Specialist provides technical support through remote diagnostics (email, phone) for our customers and partners.
Customer/Distributor Technical Support
- Receiving requests through the After-Sales Service Coordinator (first response expected within 4 hours)
- Managing and following up on cases with the goal of resolving them as quickly as possible (customer satisfaction)
- Performing or assisting with the diagnosis of issues encountered by KPM users
- Identifying parts to be replaced and providing part references. Managing and tracking orders placed
- Reporting customer/distributor training needs
- Reporting new issues or concerning trends to the After-Sales Service Manager
Service Activity Development
- Promoting existing service offerings during interactions with customers/distributors
- Providing work to workshop and field colleagues by flagging cases that require their involvement
Salesforce / Service Activity
- Accurately documenting managed cases, in line with the requirements of the After-Sales Service Manager and the VP of Service
- Monitoring and updating the CRM database, particularly following interactions with customers/distributors (device creation, customer contact creation, email address changes, device obsolescence, etc.)
Training
- Training service team members and assisting with diagnostics
- Keeping up with KPM training (staying current on new developments and able to handle cases across the various KPM brands)
Profile
- Technical skills
- Remote diagnostic skills
- Ability to communicate clearly and instructively. Strong interpersonal skills
- English
- National and international mobility
Work Environment
Location: Villeneuve la Garenne, France or Home Office
- Onsite activities will be in food processing facilities were where personal protective equipment (PPE) will be required.
- While performing the duties of this job, the employee is regularly required to stand, sit; talk, hear, and use hands and fingers to operate a computer and analytical instrumentation.
- Ability to lift/carry 30 kilos.
What We Offer
A dynamic work environment with opportunities for both independent and collaborative work. This role is located at our KPM Analytics France headquarters, a cutting-edge brand with a rich history, continuously investing in new technologies. Within KPM Analytics there is career growth potential, allowing for increased independence in customer interactions.
