Technical Support Specialist

Technical Support Specialist – 100% – France

Responsibilities

• Respond directly to customer calls and reported issues, providing answers or appropriate solutions for all European customers and distributors.
• Initiate and monitor on-site specialist interventions or equipment repairs, ensuring transparent communication with customers.
• Check and ensure customer satisfaction through monthly feedback calls.
• Document service processes in SAP.
• Provide immediate responses to service issues, including equipment installation, product operation/performance, repairs, calibrations, maintenance, sales conditions, warranty regulations, technical problems, software/firmware levels, goods return procedures, and documentation.
• Take up issues that cannot be answered directly, initiate solutions, and track activities until the customer receives an appropriate solution and the case is closed.
• Enter and document all issues into the SAP system as specified by the process.
• When dispatching specialists, observe criteria such as shortest time to site, minimum travel costs, given priorities, and contractual obligations.
• Monitor adherence to agreed dates, times, deadlines, and promised actions, ensuring proper completion of activities.
• Plan and monitor maintenance and calibrations.
• Communicate critical issues, customer complaints, and deadline exceedances to the EU Helpdesk Manager.

Your Background

• Degree in Biology, Computer Science, Technical Engineering, or similar academic background; alternatively, proven equivalent know-how acquired in your professional career.
• Several years of laboratory or Life Science industry experience.
• Experience in the service industry and helpdesk/call center work.
• Used to working in a multicultural and multilingual environment.
• Fluent in spoken and written English; other major European language capabilities are a plus.
• Excellent customer interaction skills, communicative, flexible working hours, ability to remain effective in demanding situations, reliability, structured approach, and team ability.
• Sales talent is a plus.

What makes working at Tecan unique

• The chance to make it count and to have an impact on the world of tomorrow.
• Working in an international and diverse environment.
• The opportunity to grow your career within the company.
• Feel empowered by our strong and unique company culture.
• Comprehensive compensation and benefits package.