Field Service Helpdesk Engineer (EN)
We are seeking a proactive and hands-on Service Engineer with a deep passion for nano-precision high tech systems and NanoFabrication. This role is primarily based in an Eindhoven region based office, offering a dedicated workspace along with the flexibility of remote work options to ensure a balanced work-life approach.
Direct solliciterenDe functie
As a Helpdesk Engineer, you will serve as the central knowledge hub within our Service organization. Your responsibilities include:
- Acting as the primary point of contact for our field service engineers and customers.
- Responding to, managing, and coordinating responses to customer inquiries and system-related issues.
- Conducting initial troubleshooting, documenting information, and resolving issues whenever possible through remote system access.
- Structuring and formulating help requests, collaborating closely with field service engineers, the Technical Support Group, and other specialists to ensure issue resolution with the highest customer satisfaction.
- Coordinating actions and translating information into action plans for assigned service engineers when remote assistance is insufficient, facilitating on-site or remote follow-up.
- Being prepared to travel on-site to share knowledge and implement best practices to resolve issues effectively.
- Ensuring activities align with service agreement coverage and agreed-upon response times, striving for "first-time-right" solutions, maintaining a structured approach, and maximizing customer satisfaction.
- Taking ownership of issues, ensuring all aspects are thoroughly addressed until both you and our customers are satisfied.
- Proactively identifying and implementing improvements, sharing knowledge, and addressing structural issues to prevent or mitigate future problems.
- Completing various supportive tasks, such as preparing parts requests, logging service calls/reports, supporting incoming goods checks, assisting with installation activities, internal reporting, and administrative duties.
De kandidaat
To excel in this role, you should possess:
- A Bachelor's degree in electronics, mechatronics, or physics, with a strong hands-on mindset and comprehensive technical knowledge (including vacuum technology, electronics, computer systems, software, high voltage systems, and mechanics).
- A customer-centric approach, strong analytical skills, and preferably, experience in troubleshooting EBPG system issues.
- Proficiency in English, both written and spoken, with an advantage if you also have command of the German language.
- A process-oriented, accurate, and structured working style.
- Excellent communication and organizational skills.
Wij bieden
We offer well-structured onboarding, partnership-based collaboration, and perspectives for personal and professional development in a growing global organization, alongside people who are passionate about making a difference.
Solliciteren
If you are an enthusiastic, technically adept professional with a keen interest in nano-precision technology and are ready to contribute to our Service organization's success, we encourage you to apply by contacting Tom Bressers.
Is this not the vacancy you're looking for? Please contact us or follow us on LinkedIn, Facebook, or Instagram. Who knows, we may have a vacancy that suits you in the near future!
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