SENIOR TECHNICAL SUPPORT ENGINEER

Company Description Instron is a global organization that designs, manufactures, sells and services materials testing applications and its leadership in the marketplace is continually expanding.
You will find that our established strength, commitment to our core values and team focus provides an engaging work environment and offers exceptional opportunities for personal and career development.
Job Description To provide prompt and proactive technical support to Service Organization worldwide for CEAST products.
Is the champion for aftersales Quality improvement and ensures Customer Satisfaction.
Supports, trains and motivates a team of nominated FSE’s, travels with them and carries out the most complicated cases.
TASKS & RESPONSIBILITIES Provides technical support to Field Service Engineers worldwide, for CEAST products, by assisting in the solution of technical problems remotely or at customers’ premises.
Occasional visits customers, alone or alongside with the local FSE’s, particularly in case of complex or customized installations or repairs.
Takes ownership of escalated issues and, if necessary, interacts with engineering and product specialists to solve the technical problems within the shortest possible time.
Accurately documents technical support activity within IFS, Astea, Agile or other defined business systems.
Provides regular service information letters and bulletins to ensure Field Service Engineers are fully updated on design issues and product changes that may impact equipment operation or serviceability.
Prepares and maintains the training documentation, plans and delivers trainings.
Monitors the FSE’s skill level, proactively interacts with the Service Managers in order to ensure an adequate geographical coverage.
Attends MOCT meetings to ensure effective and problem-free installations.
Attends CPD (concurrent product development) meetings and cooperate with R&D engineers to ensure serviceability of new products and to design advanced diagnostics functions and tools.
Develops and maintains repairing procedures and trouble-shooting procedures, written or video.
Cooperate with R&D engineers to define the list of spare parts and FRU (Field Replaceable Units).
KEY EXPERIENCES Working cross culturally.
At least 5 years relevant experience within an instrumentation service environment.
Experience in troubleshooting and repairing of instrumentation and mechanical devices.
Working knowledge of disciplines such as electrical practices, mechanical engineering, pneumatics.
Understanding and a working knowledge of computer systems and common software operating systems.
Experience in technical trainings.
Interaction with customers and handling aftersales situations.
A working knowledge of material science, will be considered a plus.
Qualifications High school degree or engineering degree in electrical, electronic or mechatronic or equivalent KEY COMPETENCIES Fluent in English language, oral and written.
Excellent multi-tasking and organizational skills, ability to prioritize work and to manage outstanding technical issues until resolution.
Possessing a flexible can do attitude with strong communication and interpersonal skills.
Capability to understand, explain and communicate with clarity technical subjects.
Ability to work independently, as well as, on a team.
Good Microsoft Office skills including Excel, Word and Outlook.
Additional Information Normal office and factory environment with limited physical discomfort due to temperature, noise, dust and the like.
Customer servicing and training at a variety of installations throughout the world.
This role may require extended travel, and short notice, and for up to 25% of the time, and for up to 2 weeks at a time.
Working hours may need to be adapted to accommodate business needs and may include weekends or evenings on occasion.
Instron is an equal opportunity employer.
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