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Technical Customer Support Manager

Date:  Jan 12, 2022
Division:  X-Ray Modules (40000001)
Location: 

Shelton, US

Requisition ID:  5241

COMET Technologies USA is the headquarters as well as an important sales, distribution and service hub for the COMET Group. From this modern facility, we provide our innovative COMET X-ray and ebeam source technology and portable X-ray systems to leading manufacturers, research labs and government sites within North and South America.

 

 

The Technical Customer Support Manager serves as the one point of contact for any technical questions from our Customers, our Sales team and other internal stakeholders. The functional responsibilities of the position include facilitating daily technical issues, understanding the product end use / constraints and addressing customer technical concerns to ensure that all products meet customer expectations. In addition, the Technical Customer Support Manager provides customer training, installation support and application support and also supports Sales, our Repair Service team and our Quality Management. The Technical Customer Support Manager is part of the global TCS-team that has direct access into R&D, Production Engineering, Operations, Supply Chain and Quality Management in the factory.

 

Responsibilities

  • Provide effective and efficient 2nd level technical support to our OEM-Customers and Channel Partners for integration, installation, commissioning, operation, maintenance and troubleshooting of our products: Diagnose and resolve daily technical issues to ensure a consistent and reliable product at customer sites.
  • Ensure positive customer experience and customer satisfaction.
  • Provide training and certification for OEM-Customers and Channel Partners to help them become self-sufficient in the installation, commissioning, maintenance and troubleshooting of our products.
  • Work closely with the Sales team to understand and define the technical requirements of customers and propose the best technical solutions. Perform application tasks to aid sales team capture new and maintain existing business.
  • Perform necessary technical evaluations to address customer expectations, needs, and concerns. Work with key customers and the factory in the modification or customization of X-ray tubes and generators.
  • Provide technical support where appropriate to other areas of the organization for new and existing products.
  • Support the global Technical Customer Support team and global Quality Management to ensure that any potential quality or safety issues get resolved quickly.
  • Provide global 3rd level Technical Customer Support for open microfocus tubes and modules to the regional TCS-teams and to the R&D-team in Flamatt.
  • Be the on-site operational expert for new or prototype products in the introduction phase.

 

Tasks

  • Maintain an ongoing, effective and collaborative technical support interface for 2nd level support by phone, email or on-site and run technical meetings and discussions with OEM-Customers and Channel Partners as required.
  • Diagnose and resolve issues related to Comet X-ray modules (tube, cable, generator, cooler) and X-Ray components (open microfocus tubes, standard tubes, mono-blocks, generators) and support installation and commissioning on-site, if required.
  • Act as primary technical liaison between the factory and our customers to coordinate and resolve escalated field issues. Properly document and communicate field failures / issues for follow-up by global TCS and Quality Management.
  • Engage customers on an appropriate technical level: Recognize customer requirements or technical challenges, ask the right questions, propose the best technical solutions.
  • Organize and conduct technical training on X-ray modules and components for our customers. Adapt training content on individual customer requirements, where needed. Conduct site visits to authorize, train and develop new distributors.
  • Review customer specifications and answer pressing technical questions to the Sales and Order Management team.
  • Assist our Repair Service team in Shelton, CT, to establish suitable and efficient repair processes.
  • Attend factory and online trainings to gain and maintain proficiency in the integration, installation, commissioning, operation, maintenance and repair/troubleshooting of our products, and to gain ability to instruct other personnel on the current state of our hardware and software.
  • Effectively document technical processes from integration to troubleshooting, including applications.
  • Propose Engineering Change Requests (ECR’s) to improve our products.

 

Initial & Continued Training, Special Knowledge

  • BS or equivalent in Engineering, Physics, or a similar technical discipline.
  • Minimum of 5 years of experience in an applications engineering/technical support role in a high-tech company.
  • Background in X-ray system components and/or systems.
  • Proficient in MS Office. Knowledge of SAP and Salesforce CRM / Service Cloud a plus.
  • Excellent written and verbal communication in English, German a plus.
  • Self-starter and highly motivated; flexible, persistent, and able to work under pressure.
  • Must demonstrate a willingness to identify and solve customer’s technical issues. Proactive nature.
  • Excellent people skills: Must be comfortable dealing with customers in technical and conventional situations.
  • Team-player with open communication style, passionate to share his experience and to educate others.
  • Curiosity and openness to constant learning.
  • Process oriented.
  • Willing to travel up to 50%.

 

 

Data protection and confidentiality
We take data protection seriously. “COMET AG” and software partner SAP have taken the necessary organizational and technical measures to ensure the confidentiality of your application. All HR personnel and umantis employees have a duty to maintain confidentiality with respect to personal data as part of their employment contract. Automatic 128-bit encryption ensures that your data is transmitted securely. The processing of your data complies with general data security standards based on the latest technology.


Nearest Major Market: Bridgeport
Nearest Secondary Market: Danbury