Technical Support Engineer - After Sales Service & Application Support

Cairo, Egypt
127 days ago

Description

We are seeking a skilled and customer-focused After-Sales Services and Application Support Technical Engineer to join our team in North Africa. The ideal candidate will play a crucial role in ensuring customer satisfaction by providing top-notch after-sales services, technical support, and application assistance. You will be responsible for maintaining and servicing our customers' testing machines, resolving technical issues, and helping clients optimize the use of their testing systems.

Requirements

  • Education: Bachelor’s degree in Engineering (Mechanical, Electrical, or Materials Engineering preferred) or a related technical field.
  • Experience: Minimum of 1-3 years of experience in technical support, field service engineering, or application support, preferably in the materials testing or industrial equipment sector.
  • Technical Skills: Strong knowledge of materials testing equipment and applications. Familiarity with Instron products and their software is highly desirable.
  • Problem-Solving: Excellent diagnostic and troubleshooting skills, with the ability to resolve technical issues independently.
  • Communication Skills: Strong verbal and written communication skills, with the ability to explain technical concepts to both technical and non-technical audiences.
  • Customer Service: Proven experience in providing excellent customer service and building strong client relationships.
  • Travel: Willingness to travel within North Africa to provide on-site support and services.
  • Languages: Proficiency in English and French or Arabic is required.

Bonuses

Benefits

  • Competitive salary and performance-based incentives.
  • Comprehensive training on Instron products and services.
  • Opportunities for professional growth and development within a leading global company.
  • A supportive and collaborative work environment.

Responsibilities

  • After-Sales Services:
    • Perform installation, calibration, maintenance, and repair of materials testing equipment at customer sites.
    • Conduct regular preventative maintenance visits to ensure equipment reliability and performance.
    • Diagnose and troubleshoot technical issues, providing timely and effective solutions to minimize downtime.
    • Coordinate with the central technical team to escalate and resolve complex issues when necessary.
  • Application Support:
    • Provide expert guidance and support to clients on the proper use and application of Instron products.
    • Assist customers in optimizing their testing setups, including the selection of appropriate accessories, fixtures, and software configurations.
    • Deliver hands-on training sessions to customers, ensuring they are fully equipped to operate their testing systems effectively.
    • Stay updated on industry trends and new applications, advising clients on best practices and new developments in materials testing.
  • Customer Relationship Management:
    • Build and maintain strong, long-term relationships with clients by providing exceptional service and support.
    • Act as the primary point of contact for after-sales inquiries, ensuring prompt and clear communication.
    • Gather customer feedback and report on common issues or areas for improvement, contributing to product and service enhancements.
    • Work closely with the sales and business development teams to identify additional service opportunities and upsell maintenance contracts or upgrades.
  • Documentation and Reporting:
    • Maintain accurate records of service visits, repairs, and customer interactions in the company’s CRM system.
    • Prepare detailed service reports, including diagnostics, repairs performed, and recommendations for future maintenance.
    • Provide regular updates to management on service activities, customer satisfaction, and any recurring technical challenges.
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