We are recruiting a self-motivated Technical Support Specialist who will be responsible for providing a high level of technical support to the large network of Peak customers, distributors and OEMs across EMEA. Managing the technical support workload ensuring that emails and phone calls are prioritised in order of urgency and responded to within agreed Service Level Agreement (SLA). Ideally you'll be based in North Rhine-Westphalia but we'll consider anywhere in the surrounding areas. You must be fluent in German and English. This is not an IT role, we're looking for someone with an electro-mechanical background and ideally customer service too.
Duties include:
- Providing technical support in conjunction with the service management system (SMS)
- Responding to all incoming technical enquiries (telephone and email) in a professional, prompt and efficient manner to ensure total customer satisfaction
- In conjunction with Service Managers, ensuring all phone calls resulting in Field Service Engineer (FSE) on site assistance are responded to and organised within SLA of 2 hours
- Using SMS, ensuring all relevant field visit data is captured by FSEs with system generated visit reports being promptly sent to customers
- Working closely with the FSE’s, ensuring cost effective and efficient planning of the monthly workload ensuring that any breakdown visit meets the customer response time SLA
This role would suit someone who is customer driven with an interest in technical support or experience of mechanical/ electrical fault diagnosis. You will have exceptional communication skills in German and English both in speech and writing. French, Spanish or Italian language skills would also be advantageous.
In addition, you will possess:
- Self-motivation and the ability to work with minimal supervision
- Able to interface comfortably with customers at all levels both internally and externally
- Ability to work under pressure against tight deadlines
- Good organisational skills
Our values are structured around our colleagues, our customers and our service, and while our approach and atmosphere within the business is fun, friendly and informal, our priority is always on delivering successful outcomes for our customers. These company values are what inform and protect our unique culture, which in turn shapes our brand and differentiates us in the eyes of our partners around the world. At the heart of Peak is a focus on ‘doing the right thing’, it’s an informal approach but one which is well-known and understood throughout our business.
Established over 20 years, Peak Scientific is a leading innovator in the design, manufacture and support of high performance gas generators for analytical laboratories, with direct operations in every continent around the world. This success is a result of a continual focus on manufacturing cutting-edge products and in directly supporting customers across the world with industry-leading service and maintenance. With over 20 overseas offices across every continent and over 600 staff globally, Peak is one of Scotland’s manufacturing success stories of the past decade. This is a rare opportunity to be a part of that, as we move into the next phase of growth, consolidation and global expansion with plans to establish new manufacturing and distribution capacity, both in the UK and internationally.
Now is a great time to join us! This role will be challenging and fast-paced, but rewarding and engaging. On offer in return is a fantastic work life and fun balance, a great work environment, plus the chance to make a real contribution to the future growth and success of a global business. If you like the sound of our brand and culture please click APPLY!
Peak Scientific is an equal opportunity employer and values diversity at our company. We welcome applications from all qualified individuals regardless of their religion and beliefs, race, sexual orientation, age, gender identity, disability or any other protected classification.
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