Technical Support Engineer
VPInstruments supplies energy management solutions to industrial customers, with the goal of saving energy and thus money. Our customers are in industries such as automotive, food and beverage and steel that run their production processes on electricity and compressed air. We are based in Delft, The Netherlands, and our solutions consist of smart sensors and monitoring software to measure the generation of compressed air, are sold worldwide through an international distribution network covering more than 70 countries.
Staying ahead of the competition is very important to us, so we continuously apply new innovations and closely track the needs of our customers. This means customers have questions about how to implement our solutions and that is where you come in!
As a Technical support engineer, you will fulfill a very important role within our company. In the end, a satisfied customer is a repeat customer and your job is to help customers with technical questions and issues. Our customers are located all over the world and when they face a technical problem or when they are stuck during the installation of our products, you’ll be their first point of contact. The regional sales managers who coordinate the activities of numerous distributors and re-sellers must be able to rely on your support. Support has to be handled in a timely manner so the sales managers can continue to focus on their commercial activities while you answer technical questions. Sometimes this means you must be creative in figuring out how to solve a support case since customers may be on-site confronting a problem and a hard deadline. So, you will need to be able to prioritize your activities with ongoing and incoming support calls where each customer will ask for immediate attention to solve their issue. Under pressure, you must know how to prioritize, improvise and to quickly get to result that solves each customer’s issue.
After gaining experience, you will also be asked to analyze the technical support cases from the field and, where you deem it necessary, to make changes and additions to (online) training materials, instructional videos, manuals, and product documentation. Your findings and analyzes will often lead to physical changes in a product or its software or firmware. You will be asked to share your improvement ideas with the marketing department, after which you may also present to the regional sales managers, so their knowledge remains up-to-date. When it concerns product, software or firmware improvements, you will share your ideas with the R & D department.
You are the intermediary between customers, sales, production and the development department regarding technical problem solving, product improvements and new solutions. This is a critical role that, due to our international distribution network, may require providing support outside normal working hours. And, after acquiring product knowledge, we will rely on you to use your customer relationship skills to visit customers on location. Thus, the ability to travel is a key requirement for this position.
In addition to the varied support roles, we will rely on you for follow-up on projects and software systems that have been sold and installed. In this capacity, you will promote the correct use of our software in order to give high-value solutions to our end users. In addition to completing support calls, proactive follow up will be part of your job so you can understand how the customer viewed the support process. This is so we can learn and improve the support experience. We are a small company and it is everyone’s responsibility to work to achieve the best results to guarantee satisfied and repeat customers.
Skills that will make you successful in this key role:
- Time management: Good at planning, follow up, setting priorities and working with deadlines.
- Analytical and problem-solving skills: Problem-solving must be second nature to you and you must be able to instill confidence so customers can solve similar problems themselves next time
- A service-oriented attitude: Able to stick with a problem until it is solved
- Proactive attitude: A self-starter
- Good people/relationship skills: You will interact with people every day by phone and email and in person
- Practical and Resourceful: Able to solve problems under challenging circumstances with the tools at hand
- Opportunity Spotting: While providing support you must be able to identify an opportunity to (up)sell a product or services that will benefit the customer.
- You have excellent communication skills both spoken and written in English and Dutch. A 3rd language like German, Spanish, French or Chinese would be a plus.
Education and Experience:
- Education: Bachelor’s / Master’s degree in Electrical Engineering / ICT / Industrial Automation
- Data communication, such as Modbus RS485 RTU; Analog 4-20mA communication; data converters and ICT networks
- Windows (installing software / drivers, command prompt commands)
- Able to use CRM software and ERP systems
Are you energetic, technology-driven, and do you want to help reduce the carbon footprint of customers? Then we need to talk! This is an important and challenging job for someone who wants to work for a small, dynamic international company and who sees a future in an international / commercial or product management role!
Our company values
We value team players who have a great sense of responsibility and who demonstrate independence when looking for answers and solutions. Of course, we’re here to back to you up where necessary because we can only grow the company as a team! We are looking for someone who can roll up their sleeves, can stand up for yourself, values honesty amongst colleagues and knows how to be tactical and respectful to customers.
What does VP Instruments offer you?
We are an informal company, with about 15 employees. What you see is what you get. We are a horizontal organization in which everyone enjoys a great deal of freedom and responsibility. Continuous improvement is very important to us; that is why we offer various possibilities to help you grow in personal and professional development. We promote a fitness / sport policy where – in consultation with your colleagues – you can enjoy a workout during the day. We offer a competitive salary.
Full-time: 40 hours per week
Interested? Mail us your resume plus a short motivational letter to firstname.lastname@example.org
Acquisition after this vacancy is not appreciated