Technical Support Representative – Leiden area in Leiden, Netherlands

Our international client with their European office in the Leiden area is looking for a self-motivated candidate to join their driven international team as Technical Support Specialist. The Technical Support Specialist is responsible for supporting the client's customers operating in the fields of food, life science and security. He/She effectively handles high volume of inbound contacts (calls, email, chat, cases) from internal and external customers and business partners focusing on software support, device support, and general customer education. He/She is also responsible for reproducing problems experienced by customers, evaluate root cause, escalate issues to Engineering teams and most importantly resolve customer issues. The position requires understanding and establishing product failure and customer service metrics which are presented to key stakeholders both internally and to our customers.





Main Tasks



* Facilitates the researching, responding, and resolving various customer inquiries received via telephone, e-mail, and voice-mail

* Communicate with end users of various technical aptitude.
* Conduct Hardware evaluation on return devices and provide evaluation reports to customer

* Collaborated with Technical Support personnel based in other global locations to achieve Global Technical Support Departmental Goals and maintain service initiatives to meet internal SLA and Customer SLA requirements
* Facilitates and assists in quantitative and qualitative analysis of field failures
* Develops and/or maintains standard trouble shooting documentation
* Facilitates responses to customer complaints and manages communications in response to confirmed field failures
* Manages coordination of Technical Service Case Management Process using global ERP system
* Creates and/or maintains metrics to measure service initiatives, reports on trends and
* Administer material flow through standard support process
* Responsible for recording, prioritizing (per standard operating procedures), tracking, and facilitating the closure of open issues
* Process Improvement - Participate in Global Technical Service team process improvement activities designed to improve service quality and proactively address product/customer issues
* Provide monthly metrics and detailed reports to management as required
* Facilitates compliance to company EHS objectives

* Conduct Hardware evaluation on return devices and provide evaluation reports to customer
* Other tasks as assigned
*



Requirements



* Bachelor's Degree in Computer Science, Electronic or Electrical Engineering preferred.
* Minimum of 4-years in a customer service/technical support field with direct customer contact
* Ability to prioritize, multitask and follow established procedures to attain positive results while resolving customer issues

* Ability to learn and conduct electronic fault finding to component level

* Knowledge and experience using diagnostic test equipment such as Multi-meters and Oscilloscopes

* Ability to handle customers with tact and patience

* Must have strong attention to detail, analytical, and problem solving skills

* Self-motivated individual with the ability to take ownership of the assigned responsibilities and bring to completion with minimal direct supervision

* Basic computer support experience and a basic understanding of the principles of network security and the following technologies XML,.NET Framework, Web services, TCP/IP protocols and internet connectivity.
* Previous experience in leading teams highly desired

* Language skills for spoken and written communications - English;
Multilingual skills are preferred.

JOB SEARCH

Keywords / job title / skill / company

Type any location in the box above, or select below :
Africa
Asia & Pacific
CIS
Europe
Middle East
North America
South America
Afghanistan
Åland Islands
Albania
Algeria
American Samoa
Andorra
Angola
Anguilla
Antarctica
Antigua and Barbuda
Argentina
Armenia
Aruba
Australia
Austria
Azerbaijan
Bahamas, The
Bahrain
Bangladesh
Barbados
Belarus
Belgium
Belize
Benin
Bermuda
Bhutan
Bolivia
Bonaire, Sint Eustatius and Saba
Bosnia and Herzegovina
Botswana
Bouvet Island
Brazil
British Indian Ocean Territory
British Virgin Islands
Brunei
Bulgaria
Burkina Faso
Burundi
Cambodia
Cameroon
Canada
Cape Verde
Cayman Islands
Central African Republic
Chad
Chile
China
Christmas Island
Cocos (Keeling) Islands
Colombia
Comoros
Congo, Democratic Republic of the
Congo, Republic of the
Cook Islands
Costa Rica
Cote d'Ivoire
Croatia
Curaçao
Cyprus
Czech Republic
Denmark
Djibouti
Dominica
Dominican Republic
East Timor
Ecuador
Egypt
El Salvador
Equatorial Guinea
Eritrea
Estonia
Ethiopia
Falkland Islands (Islas Malvinas)
Faroe Islands
Fiji
Finland
France
French Guiana
French Polynesia
French Southern and Antarctic Lands
Gabon
Gambia, The
Georgia
Germany
Ghana
Gibraltar
Greece
Greenland
Grenada
Guadeloupe
Guam
Guatemala
Guernsey
Guinea
Guinea-Bissau
Guyana
Haiti
Heard Island and McDonald Islands
Holy See (Vatican City)
Honduras
Hong Kong
Hungary
Iceland
India
Indonesia
Iraq
Ireland
Isle of Man
Israel
Italy
Jamaica
Japan
Jersey
Jordan
Kazakhstan
Kenya
Kiribati
Korea, South
Kosovo
Kuwait
Kyrgyzstan
Laos
Latvia
Lebanon
Lesotho
Liberia
Libyan Arab
Liechtenstein
Lithuania
Luxembourg
Macau
Madagascar
Malawi
Malaysia
Maldives
Mali
Malta
Marshall Islands
Martinique
Mauritania
Mauritius
Mayotte
Mexico
Micronesia, Federated States of
Moldova, Republic of
Monaco
Mongolia
Montenegro
Montserrat
Morocco
Mozambique
Myanmar
Namibia
Nauru
Nepal
Netherlands
Netherlands Antilles
New Caledonia
New Zealand
Nicaragua
Niger
Nigeria
Niue
Norfolk Island
Northern Mariana Islands
Norway
Oman
Pakistan
Palau
Palestinian territories
Panama
Papua New Guinea
Paraguay
Peru
Philippines
Pitcairn Islands
Poland
Portugal
Puerto Rico
Qatar
Reunion
Romania
Russia
Rwanda
Saint Barthélemy
Saint Helena
Saint Kitts and Nevis
Saint Lucia
Saint Martin
Saint Pierre and Miquelon
Saint Vincent and the Grenadines
Samoa
San Marino
Sao Tome and Principe
Saudi Arabia
Senegal
Serbia
Seychelles
Sierra Leone
Singapore
Sint Maarten
Slovakia
Slovenia
Solomon Islands
Somalia
South Africa
South Georgia and the Islands
South Sudan
Spain
Sri Lanka
Suriname
Svalbard
Swaziland
Sweden
Switzerland
Taiwan
Tajikistan
Tanzania, United Republic of
Thailand
The Former Yugoslav Republic of Macedonia
Togo
Tokelau
Tonga
Trinidad and Tobago
Tunisia
Turkey
Turkmenistan
Turks and Caicos Islands
Tuvalu
Uganda
United Arab Emirates
United Kingdom
United States
United States Minor Outlying Islands
Uruguay
Uzbekistan
Vanuatu
Venezuela
Vietnam
Virgin Islands (US)
Wallis and Futuna
Western Sahara
Yemen
Zambia
Zimbabwe

Country, town, city or postcode

--Web 3--