Remote Support Engineer

Netzsch Instruments North America is seeking a Remote Technical Support Engineer to join our customer service team. The candidate will be responsible for providing technical support to our customers and internal teams, ensuring that our lab instruments function efficiently and meet the highest standards of quality. This role requires a strong technical background, excellent problem-solving skills, and good communication skills.

This is not an IT job, it's technical product support for our instruments

Key Responsibilities

Technical Support:

• Provide remote troubleshooting and technical support for a wide range of lab instruments.
• Diagnose and resolve hardware, software, and connectivity issues through phone, email, and video conferencing.
• Guide customers through installation, configuration, and maintenance procedures.
• Collaborate with the service and engineering team overseas to escalate and resolve complex technical issues in a timely manner.
  
  

Customer Interaction

• Act as the primary point of contact for customers experiencing technical issues, ensuring prompt and professional service.
• Document and track all customer interactions, issues, and resolutions in the company’s CRM system.
• Provide clear and concise communication to customers regarding the status of their issues and any required follow-up actions.
  
  

Product Knowledge

• Maintain a deep understanding of our lab instruments, including new product updates and features.
  
  

Training And Documentation

• Develop and update technical documentation for our field service team.
• Conduct virtual training sessions for customers on the operation and maintenance of lab instruments.
  
  

Qualifications

• Bachelor’s degree in Engineering, or a related field; or equivalent experience.
• Excellent troubleshooting skills with the ability to diagnose and resolve complex technical issues.
• Proficiency in remote support tools and techniques.
• Strong verbal and written communication skills, with the ability to convey technical information clearly and effectively.
• Ability to work independently in a remote setting, managing time and tasks efficiently.
• Experience with CRM systems.
• Experience with remote support software and diagnostic tools.
  
  

Benefits

NETZSCH offers a competitive salary and benefits package which includes health and dental insurance, vacation and holidays, and a matching 401k Plan. Interested candidates should e-mail their resume and cover letter with desired compensation range for immediate consideration with Job reference code: Service2025 to: [email protected]