Customer Service Engineer (Freiburg)

When you make the invisible visible, the impossible is possible.

This is a remote position based in the US.

Our analytical systems and services help our customers to create a better world. Through chemical, physical and structural analysis of materials, they improve everything from the energies that power us and the materials we build with, to the medicines that cure us and the foods we enjoy.

We partner with many of the world’s biggest companies, universities and research organizations. They value us not only for the power of our solutions, but also for the depth of our expertise, collaboration and integrity.

With over 2200 employees, we serve the world, and we are part of Spectris plc, the world-leading precision measurements group.

Malvern Panalytical. We’re big on small.

MAIN PURPOSE OF JOB :

The Customer Service Engineer will become an expert in the service and maintenance of all Malvern Panalytical Inc. products.

They will be expected to enhance customer support and product sales in the American territories through a proactive integration of their technical expertise into the daily sales, customer support, & training activities of the Malvern Panalytical team and customer base.

They will have direct territorial service responsibility for their defined territory, and will be responsible for instrument testing and calibration, electrical & mechanical repairs, and proactive sale of service contracts and product accessories.

REPORTING LINE

Direct Supervisor : Customer Service Manager

Matrix Manager(s) : Business Manager / Regional Customer Services Director

SPECIFIC DUTIES & RESPONSIBILITIES :

Include the following points. Other tasks can be delegated.

• Provide high level technical support for all viable products when required, ensuring customer satisfaction and profitability for the company.
• Travel to customer’s site on short notice. International travel may be required. Responsible for planning and preparing international travel incl.

flight bookings, Visa applications and work permits.

• Travel is required up to 85% of the time.
• Manage and process expenses according to business travel policies.
• Maintaining tools and test equipment ensuring they are up to date with calibrations.
• Responsible for communication with dispatchers regarding calendar changes or updates.
• Ensure that overall customer satisfaction is maintained at the highest possible level by responding quickly and courteously to customer requests, needs and / or complaints.
• Timely execution of assigned service orders. These must be completed in a timely manner and keep accurate paperwork submitted within guidelines.
• Service assignments include installation and performance validations using Company-certified procedures; Problem diagnosis and system repair on-site and remotely;

Aligning, repairing, replacing components and circuits as needed.

• Perform complex installations of equipment from delivery to sign-off and feedback issues on all new product installations to Installations Manager.
• Order any needed parts or components and manage part procurement cycle in accordance to company policy.
• Training of customers in the operation of the purchased device. This includes the use of the software, hardware and advising how to measure the customer's samples.
• Updating customer contact and instrument information in Malvern Panalytical’s CRM database system.
• Lend remote and on-site technical support to CSE’s in complex / escalated situations across our entire geography.
• Review and assist with any pertinent complex repairs / PMs / upgrades / IQOQ of scientific and analytical instrumentation.
• If necessary and designated by the Service Manager or Team Leader : Support in the sale of new products, e.g. through customer visits, participation in product demonstrations and similar activities.
• Maintain and record monthly Remote Diagnostics Sessions when applicable.
• Follow all company policies and procedures that reinforce our values and operating principles.
• Perform all the above duties in accordance with applicable ISO directives and company policy.

MEANING :

• Big impact on customer satisfaction
• Growth and profitability of aftersales revenue
• Maintains and builds on Malvern Panalytical's professional image.

ACCOUNTABILITY :

• Works closely with the Team Leader and Customer Service Manager to execute the Goals and Objectives.
• Works within the framework of the overall policy of the company and adheres to its written rules.
• Operates in alignment with company values.

COMMUNICATION :

• Customer and supplier communication
• Effective and regular communication with customers and internal team both verbally and in writing.

Internal Communications

• Regular communication with team leaders, service management staff and second / third-line support. (Head of Operations, Helpdesk, CCC)
• Regular communication supporting escalations and supply center request.
• Attendance at weekly assigned meetings.
• Prompt response to all forms of communication request including email, chatter, Teams, text, etc.

REQUIRED SKILLS AND KNOWLEDGE OF THE JOB HOLDER :

Prerequisite

• The position requires at least a Bachelor of Science in Physics, Mechatronics, Electrical Engineering, or equivalent work experience.
• High willingness to travel nationally and internationally.
• Ability to maintain a valid driver's license for passenger cars and good driving records.
• Valid Passport
• Must be able to successfully complete a drug screening and Background check.

CORE COMPETENCIES :

• Effective communication Developing and executing a way of communicating that provides a clear understanding of the individual needs of different audiences (customers and colleagues)
• Cooperation and teamwork
• Troubleshooting / Analysis
• Achieves consistent results, even in difficult conditions.
• Experience working as a Field Service Engineer
• 3 years or more of Electro-mechanical / electronic experience
• Ability to follow schematic drawings and follow service manuals.
• Some experience with robotics or similar technology.
• Previous experience with X-ray products is preferred.
• Knowledge of Semi-conductor industry is optimal.
• Ability to work remotely and independently.
• Well-developed trouble-shooting skills.
• Well-developed knowledge of working with software and computers.

ENVIRONMENT AND HOURS :

• Standard work week of 40 hours, although there is occasionally a need for staff to work beyond this limit.
• Available for unrestricted travel within North America and Europe.

When you join?

• Your career will take off with a comprehensive induction program. We then continue to support and develop our employees by improving their skills, knowledge and performance by in-house, on-the-job training, and external training.
• We value entrepreneurship and commitment by offering real career possibilities.
• You become part of a growing company where you can shape the future of our work processes.
• We offer a competitive compensation plan. Our benefit offerings include Medical, Dental, Vision, 401(k) with a company match, Life and Disability plans.
• We also offer Tuition Reimbursement and a Wellness program.
• Vacation, Sick, Personal and Paid Holidays.
• We are Malvern Panalytical. We are BIG on Small.
12 hours ago