Technical Support Engineer - France Based

Summary

Reporting to the EMEA After-Sales Service Manager, the Technical Support Specialist provides technical support through remote diagnostics (email, phone) for our customers and partners.

Customer/Distributor Technical Support

• Receiving requests through the After-Sales Service Coordinator (first response expected within 4 hours)
• Managing and following up on cases with the goal of resolving them as quickly as possible (customer satisfaction)
• Performing or assisting with the diagnosis of issues encountered by KPM users
• Identifying parts to be replaced and providing part references. Managing and tracking orders placed
• Reporting customer/distributor training needs
• Reporting new issues or concerning trends to the After-Sales Service Manager

Service Activity Development

• Promoting existing service offerings during interactions with customers/distributors
• Providing work to workshop and field colleagues by flagging cases that require their involvement

Salesforce / Service Activity

• Accurately documenting managed cases, in line with the requirements of the After-Sales Service Manager and the VP of Service
• Monitoring and updating the CRM database, particularly following interactions with customers/distributors (device creation, customer contact creation, email address changes, device obsolescence, etc.)

Training

• Training service team members and assisting with diagnostics
• Keeping up with KPM training (staying current on new developments and able to handle cases across the various KPM brands)

Profile

• Technical skills
• Remote diagnostic skills
• Ability to communicate clearly and instructively. Strong interpersonal skills
• English
• National and international mobility

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.