MINDSET:
We are looking for a (Senior) Technical Support Specialist who is able to understand our product portfolio as well as technical customer needs and supports building up a scalable After Sales Team in North America.

You are communicative, self dependent and curious on developing technical solutions? You enjoy working in a young, agile environment and you are well organised?


RESPONSIBILITIES:

Customer Support

  • Consult, guide and train our customers through the post sales processes
  • Identify opportunities enabling the growth and success of ProGlove
  • Act as 1st Level Support regarding technical issues and requests (implementation and integration)
  • Establish Support structures in North America in close collaboration with EU Team
  • Be main point of contact for our customers regarding any product related topics

Service and Quality Management

  • Build up North America Service entity and install lean refurbishment processes in our US Office
  • Contribute to Quality Management by collecting the right data and identify new defects
  • Establish RMA processes for our North America Customers based on SLAs and Service Contracts

Product Development

  • Be a major part in the rapid prototyping of our newest products
  • Testing at our customers to ensure product quality
  • Manage testing stock and ensure roll-out of software and hardware changes


QUALIFICATIONS:

  • University degree in any related field such as industrial engineering, business, or equivalent
  • 1-3 year of experience in a technical support role with customer contact
  • Experience with hardware products with integrated software is a plus
  • Customer-driven mindset
  • Ability to simplify complex topics and issues for customers
  • Experience in building up processes and teams