Peak Scientific, a fast-growing organization specializing in the manufacture of laboratory gas generators for the life science and biomedical market, is looking to recruit a talented Technical Support Analyst to join our vibrant team in Brazil.
We are an award winning company with our headquarters in Scotland. We have a very strong reputation in the marketplace with plans to grow significantly over the next few years. We export 90% of our sales to approximately 126 countries. We have an expanding operation in LATAM with offices in São Paulo and Mexico. Individuals who fit our culture and values will have a high degree of professionalism but appreciate our non- corporate feel in a fun atmosphere.
Reporting to the Service Manager - Brazil and Technical Support Coordinator (TSC) - LATAM, this position provides first-line engineering technical support to customers, as diagnosing process, among other technical support processes. This is not an IT role.
Key tasks
- Serving as a primary contact for the customer when in need of technical support, following internal procedures for diagnosis and reporting internally for actions.
- Contacting customers to review and provide feedback for units under warranty, following proper process to report failures under warranty to TSC, supporting local teams as well regarding warranty processes.
- Supporting the Service Manager to prepare technical reports.
- Working alongside service teams, inform FST regarding field issues and countermeasures, for continuous improvement of service delivery activities.
- Documenting and inputting data/results, to inform customer and internal teams regarding technical actions.
- Escalating technical issues, service plans/paid visits/spare parts requests.
- Acting as the escalation point for complex customer issues from technical support perspective.
- Updating CRM/ERP properly with information related to quotes and diagnosis of installed base.
- Following up on open leads from technical department.
- Working along teams to provide excellence in the service business.
- Controlling of technical tools, instruments certification and calibration.
- Organizing of repair and technical training workshop.
- Using of Zendesk for information control, to improve overall efficiency of dealing with customer support.
- Supporting logistics team regarding necessary parts for FST to perform service properly.
- Being back-up & support to the FSTs visiting customers.
- Informing and requesting any special need from FSTs.
- Working along logistics team regarding the continuous evaluation and improvement of van stock (KS).
- Supporting teams regarding importation process.
Ideally you’ll have an Engineering degree. It is required previous experience in service delivery or field service. You will be self-motivated, able to work independently and under pressure to meet deadlines. It would be preferred if you have CRM/ERP knowledge and experience of business administration. The ideal individual will also have strong problem-solving skills with the ability to communicate effectively.
English language proficiency is mandatory for international team collaboration.
The company is offering a competitive package and opportunities to develop within an expanding international company. If you have what it takes to be part of Peak, make the move today and click APPLY!