Technical Support Engineer (m/f/d)
Are you passionate about troubleshooting, problem-solving, and making a direct impact on business operations? Do you want to play a key role in supporting our Technical Service team while making a direct impact on customer satisfaction and business growth? If so, we have the perfect opportunity for you!
We're currently seeking a Technical Support Engineer to join our team.
The position is full-time and permanent.
In this role, you will assist in the daily operations of our technical services, providing support to both our customers and Field Engineers. You will ensure the timely resolution of technical issues, drive improvements in service processes, and contribute to the successful implementation of customer solutions.
Your key responsibilities
Provide first-level technical support to Field Service Engineers and customers, answering and prioritizing technical inquiries. Investigate complex issues, using problem-solving techniques to identify root causes and develop solutions.
Identify technical opportunities with customers to increase business profitability while fostering strong, long-term relationships.
Serve as the technical lead for customer complaints, ensuring timely and effective resolution.
Advise customers on the optimal technical utilization and properties of products, helping them maximize the value they receive.
Assist with the effective planning of Field Engineers, ensuring optimal scheduling and resource allocation to meet customer needs efficiently.
Analyze data from our Service Management Tool, proposing improvements to streamline processes and enhance the handling of technical issues.
Maintain and update process descriptions and create standard operating procedures, working closely with the Technical Service Manager and Quality Manager.
Develop regular reports on technical service performance and identify training needs. Provide coaching and guidance to Field Engineers on processes and assist with their ongoing technical development.
I&L Biosystems is a leading European wide solutions provider of best-in-class and innovative laboratory solutions. For more than 30 years we have been the go-to partner for the procurement and service of high-end lab solutions for customers in biotechnology, cell biology and microbiology. We distinguish ourselves by our scientific expertise, personal touch and service level.
Our European Campus is located in Troisdorf - Germany.
In this international role you will work closely with colleagues across Europe. You will report to the Manager Technical Services who is located in the Netherlands. We guarantee you will feel at home in our organisation right from the start.
You have a Bachelor’s degree or have completed relevant professional courses/training, preferably in a technical or engineering field.
You bring several years of experience in technical support or troubleshooting, with at least 2-3 years of experience in a similar role, ideally in industries such as medical devices, bio/pharmaceuticals, or other related sectors.
You have a solid understanding of technical problem-solving techniques, along with a good knowledge of process and project management basics.
You have extensive experience with IT tools and service management systems, particularly in managing service requests and resolving technical issues efficiently.
You are confident, highly independent, and take ownership of technical issues with a strong sense of responsibility.
You have the ability to indirectly influence teams to achieve optimal solutions and improvements in a high-performance, customer-driven environment.
You are an open, communicative individual who enjoys working in a collaborative, customer-facing role.
You are able to understand customer concerns and handle complaints with professionalism and care.
You are fluent in both written and spoken German, and have a very good command of written and spoken English (B2/C1 level).
A pleasant and collegial working atmosphere with an internal "Duz" culture in which we share knowledge and support each other
Team events with all European I&L locations to get to know your international colleagues better and to further strengthen the team spirit
A dynamic and international working environment.
Trainings and practice-based courses via our brand-new I&L Academy
Flexible worktime in a flextime model
An attractive subsidised BAV
A 13th month's salary in the sense of vacation and christmas payment
Does this sound like the perfect job for you? Don't let this opportunity pass you by! Let us know who you are and what motivates you by uploading your CV and letter of motivation (each as a pdf file) via the button at the bottom of this page. We will get back to you within five working days after receiving your application.