As a family-run, high-tech company with nearly 19,000 employees at 71 locations worldwide, TRUMPF is seeking forward thinkers with unconventional ideas and drive to join our team. Our company culture values collaboration and mutual trust, creating an ideal environment for innovation and questioning the status quo. We develop technologies that inspire people to create the unimaginable, including lasers, machine tools, EUV, and electronics. Are you ready for new challenges?
Job Description
We are looking for a Technical Support Engineer to provide front-line remote support to our customers, ensuring prompt and effective assistance across the TRUMPF Group's MT Laser product portfolio, including LT TruLaser Cell products.
The role involves supporting customers from case logging to resolution, working within a team of approximately six engineers.
Responsibilities
1. Full diagnosis of helpdesk calls
2. Handling spare parts inquiries
3. Finding part numbers for customer orders
4. Providing technical support to field engineers
5. Scheduling engineers for site visits
6. Communicating with customers regarding site visits
7. Conducting RAMS (Risk Assessment Mission Statement)
8. Ensuring the right engineer is allocated based on qualifications and tools
9. Closing cases after resolution
10. Escalating complaints appropriately
11. Fixing machines on the showroom floor
12. Liaising with engineers
Desired Behaviors
* Target-driven with a focused attitude and self-motivation
* Customer-oriented while understanding company needs
* Good time management skills
* Aligning behavior with TRUMPF Group's guiding principles
* Presentable and polite at all times
Working Hours and Conditions
39 hours per week, Monday to Friday. At least five weekends per year will be worked. TRUMPF supplies all tools and equipment.
Overtime is compensated at a flat rate from Monday to Friday; Saturdays are paid at 1.5x, Sundays at 2.0x. During the probationary period, the role is office-based, with the option to move to hybrid working (Monday and Friday from home) after probation.
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