Technical Support Analyst
Há 6 dias
Technical Support Analyst - Sao Paulo Engineering Ref: 1042 Date Posted: Monday 16 Jun 2025 LinkedInFacebookX Peak Scientific, a fast-growing organization specializing in the manufacture of laboratory gas generators for the life science and biomedical market, is looking to recruit a talented Technical Support Analyst to join our vibrant team in Brazil. We are an award winning company with our headquarters in Scotland. We have a very strong reputation in the marketplace with plans to grow significantly over the next few years. We export 90% of our sales to approximately 126 countries. We have an expanding operation in LATAM with offices in São Paulo and Mexico. Individuals who fit our culture and values will have a high degree of professionalism but appreciate our non- corporate feel in a fun atmosphere. Reporting to the Service Manager - Brazil and Technical Support Coordinator (TSC) - LATAM, this position provides first-line engineering technical support to customers, as diagnosing process, among other technical support processes. This is not an IT role. Key tasks Serving as a primary contact for the customer when in need of technical support, following internal procedures for diagnosis and reporting internally for actions. Contacting customers to review and provide feedback for units under warranty, following proper process to report failures under warranty to TSC, supporting local teams as well regarding warranty processes. Supporting the Service Manager to prepare technical reports. Working alongside service teams, inform FST regarding field issues and countermeasures, for continuous improvement of service delivery activities. Documenting and inputting data/results, to inform customer and internal teams regarding technical actions. Escalating technical issues, service plans/paid visits/spare parts requests. Acting as the escalation point for complex customer issues from technical support perspective. Updating CRM/ERP properly with information related to quotes and diagnosis of installed base. Following up on open leads from technical department. Working along teams to provide excellence in the service business. Controlling of technical tools, instruments certification and calibration. Organizing of repair and technical training workshop. Using of Zendesk for information control, to improve overall efficiency of dealing with customer support. Supporting logistics team regarding necessary parts for FST to perform service properly. Being back-up & support to the FSTs visiting customers. Informing and requesting any special need from FSTs. Working along logistics team regarding the continuous evaluation and improvement of van stock (KS). Supporting teams regarding importation process. Ideally you’ll have an Engineering degree. It is required previous experience in service delivery or field service. You will be self-motivated, able to work independently and under pressure to meet deadlines. It would be preferred if you have CRM/ERP knowledge and experience of business administration. The ideal individual will also have strong problem-solving skills with the ability to communicate effectively. English language proficiency is mandatory for international team collaboration. The company is offering a competitive package and opportunities to develop within an expanding international company.
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