Job
In this role, you provide technical support for Level 1 & 2 inquiries, diagnosing issues, coordinating escalations, and ensuring solutions, including handling upgrade requests and maintaining regular customer communication.
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Your role in the team
- You provide technical support for inquiries from customers and colleagues in Level 1 & 2 support and act as an interface between customers and other departments during the after-sales phase.
- Provision of technical support (Level 1) for customers in the region (South East Asia & Europe) via phone, email, or on-site.
- Providing Level 2 technical support for colleagues in all other regions or branches.
- Timely and efficient diagnosis and resolution of technical issues.
- Recording and analyzing customer inquiries and issues in the ticket system.
- Processing upgrade requests, from feasibility assessment to quotation.
- Coordination and tracking of escalations and established measures.
- Ensuring the complete resolution of support requests and customer satisfaction through regular follow-up.
- Regular communication with clients and conducting conference calls.
- Identification and handling of CI topics and active participation in Product Team meetings.
- Willingness to ensure global 24/7 Tech Support availability.
Our expectations of you
Education
- A solid technical education: apprenticeship/college/HTL with a focus on electrical engineering, electronics, control engineering, mechatronics, or automation technology.
Qualifications
- Excellent communication skills in German and English as well as conflict resolution skills.
- Excellent problem-solving skills and technical understanding.
- Willingness to travel up to 30%.
Benefits
Food & drink
Health, fitness & fun
Higher take-home pay
Topics you will work on
Job locations
About your employer
Sankt Florian Am Inn, Braunau Am Inn, Linz, Tempe, Hilsboro, Yokohama, Fukuoka
EV Group is a highly respected technology and market leader in precision machinery for wafer processing in the semiconductor, microsystems, and nanotechnology industries.
- 250+ Employees
- 1980
- German, English
- Established Company
- Hybrid, Onsite
- Electronics, Automatization · Engineering Industry
Employer reviews
- Working conditions
- 4.1
- Engineering
- 4.3
- Team culture
- 3.8
- Career growth
- 4.0
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