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Sales Support Technician II - EUMEA

Location: 

Aachen, DE

JOB SUMMARY

This is a skilled position responsible for interfacing with customers, distributors, channel partners, OEMs, engineers, end users, Regional Sales Managers (RSM) and other TSI offices around the world for troubleshooting problems with equipment, answering technical questions and providing before and after sales support. This position may be assigned to specific product lines that require specialized knowledge and experience.

 

JOB RESPONSIBILITIES

 

  1. Provide pre- and post-sales technical and applications advice to customers, sales personnel, inside sales personnel, and representatives/distributors via phone, email and chat.

  2. Maintain knowledge of current and obsoleted products and assist end-users, channel partners and sales with determination of needed product and provide replacement recommendations for obsolete products.

  3. Proactively stay current and acquire new knowledge in areas of expertise through attending training, seminars and through interfacing with specialists in areas of support.

  4. Follow up with customers to resolve problems and provide trade-in offers when equipment is no longer serviceable.

  5. Coordinate with other TSI personnel/departments to address customer needs and inquiries.

  6. Prepare and maintain sales support tools/materials, including canned proposals, competitive information, etc.

  7. As needed, audit orders for correct product selection and coordinate corrections with the Sales Operations team and drive for order process improvements.

  8. Explain TSI’s policies, processes, and requirements to customers when needed.

  9. Read, write, review, proof, and edit technical manuals and Marketing material.

  10. Provide VOC feedback to Engineering and Service to help identify product quality, usability and other product improvement opportunities. Use the provided tools to report product issues.

  11. Research and provide information to end-users and channel partners regarding service returns, and part number determination.

  12. Follow all safety guidelines and report unsafe conditions to supervisor.

  13. Complete other assignments and special projects as requested

 

JOB REQUIREMENTS

 

  1. Education

  • Required  

3+ years technical degree in a related field

 

  • Desired

Bachelor’s Degree in Engineering

 

  1. Experience

  • Required  

Minimum 5+ years in a technical customer support role

Customer Relations

Experience with instrumentation, software, medical devices, or capital equipment

Applications engineering, cloud computing, system integration

 

  • Desired

ERP systems (e.g. SAP, Oracle)

 

  1. Knowledge of:

  • Manufacturing processes and systems

  • Service Delivery

 

Language Proficiency:  Proficiency in German and English required.

 

  1. Core Competencies:

  • Strong technical aptitude

  • Demonstrated ability to work under pressure

  • Strong interpersonal, organizational and communication skills

  • Active listening skills

  • Persuasion and negotiation skills

  • Ability to present technical information in a systematic and convincing manner

  • Ability to plan, organize, and work successfully on simultaneous projects

  • Ability to employ sound judgment with little or no supervision

  • Personal and professional integrity

  • Ability to proficiently use Microsoft Office tools

 


TSI provides trusted measurement, application guidance, and data analytics solutions that enable our global customers to make informed decisions.  We are creating a better world by helping protect people, products and the environment, as well as by optimizing research and industrial processes.


Job Segment: Sales Support, Technical Support, Technician, Engineer, Sales, Technology, Engineering