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
Full diagnosis of helpdesk calls
Handling spare parts inquiries
Finding part numbers for customer orders
Providing technical support to field engineers
Scheduling engineers for site visits
Communicating with customers regarding site visits
Conducting RAMS (Risk Assessment Mission Statement)
Ensuring the right engineer is allocated based on qualifications and tools
Closing cases after resolution
Escalating complaints appropriately
Fixing machines on the showroom floor
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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