Technical Support Engineer - Europe

Summary

Join KPM Analytics as a Technical Support Engineer and become part of a dedicated team providing exceptional technical support to our clients in the food and industrial sectors. This pivotal role focuses on ensuring top-tier customer service through equipment installation, training, calibration, maintenance, and upgrades of our broad portfolio of products. You will provide both remote and in-field support, contributing to our reputation as an industry leader known for quality control solutions that enhance product quality and operational efficiency. 

Territory:  Global

Key Responsibilities

• Serve as the primary point of contact for remote troubleshooting. Position is focused on the Bruins, Chopin Technologies, Unity and PSC brands.
• Employ effective communication skills, to build and maintain strong relationships with KPM customers.
• Analyse and understand customer requests.
• Manage Salesforce cases related to all Chopin Technologies and NIR (BRUINS, Unity and PSC) systems, integrating with the OpCo support teams.
• Provide technical direction and support to customers on proper use of their products through multiple communication channels (phone, email, chat, etc.).
• Draft guides and solutions for customer issues.
• Collaborate with the Technical Support Manager for prioritization and problem-solving.
• Interface with OpCo support team, sales back-office team.
• Work with the Customer Service team to plan and monitor activities.
• Conduct online and onsite training for customers (domestic and international).
• Maintain professional interaction with customers while working on critical issues.
• Ensure all technical issues are documented and solutions implemented through following established policies and procedures.
• Provide timely and accurate feedback to the manufacturing and engineering groups for collective analysis and trend identification.
• Responsible for continuous learning; broadening skill set on KPM products through cross-training activities, utilizing KPM Academy and in-person resources.

Preferred Qualifications

• Minimum 2 years in a technical customer support role.
• BS in Mechanical or Mechatronics Engineering, or a related field.
• Ability to read and interpret electrical and pneumatic diagrams and mechanical drawings.
• Ability to learn, use and explain software as a user and a trainer.
• Experience studying or working abroad.

 Traits/Skills Required

• Experience with customer support in Instrumentation market is a plus.
• Experience with NIR system or Rheological system is a plus.
• Quick to learn and apply new information.
• Analyse complex tasks systematically and identify discrepancies.
• Ability to multitask and work under pressure with minimal supervision.
• Comfortable handling mechanical and electrical equipment.
• Strong troubleshooting and critical thinking skills.
• Excellent organizational, verbal, and written communication skills.
• Make decisions and good judgments of special situations.
• Great organizational skills.
• Excellent verbal and written communication skills
• Knowledge of principles and processes for providing high-quality customer service.
• Word, Excel, PowerPoint proficiency.
• Willingness to travel 10%, primarily within Europe, and possess a valid passport for international travel.

Languages: Proficiency in English (B2 level or higher).

Work Environment

Location: Villeneuve la Garenne, France or Home Office

• Onsite activities will be in food processing facilities were where personal protective equipment (PPE) will be required.
• While performing the duties of this job, the employee is regularly required to stand, sit; talk, hear, and use hands and fingers to operate a computer and analytical instrumentation.
• Ability to lift/carry 30 kilos.

What We Offer

A dynamic work environment with opportunities for both independent and collaborative work. This role is located at our KPM Analytics France headquarters, a cutting-edge brand with a rich history, continuously investing in new technologies. Within KPM Analytics there is career growth potential, allowing for increased independence in customer interactions.