First Line Support Engineer Best

As a First Line Support Engineer, your pivotal role within the Service organization involves serving as the primary knowledge hub. Your responsibilities include delivering technical support to customers, troubleshooting system issues, and ensuring the seamless operation of nano-precision EBPG systems. Moreover, you will oversee and organize all field actions, acting as the key point of contact for Field Service Engineers.

Your responsibilities will consist of:

• Proactively prevent and address customer issues by initiating improvements, sharing knowledge, and identifying structural issues.
• Serve as the primary customer contact, responding to inquiries and coordinating follow-ups on reported system issues received via phone and email.
• Conduct initial troubleshooting, collect and document information, and, if possible, remotely resolve issues.
• Organize field issues, formulate help requests, and collaborate closely with field service engineers, the Technical Support Group, and specialists to ensure issue resolution with high customer satisfaction.
• Coordinate actions and translate information into action plans for service engineers, facilitating remote or on-site follow-up if a remote solution is not possible.
• Willing to travel on-site to share knowledge, apply best practices, and collaborate with colleagues to resolve issues as the owner of an issue.
• Ensure thorough issue resolution, leaving no loose ends, and strive for satisfactory quality.
• Perform additional supportive tasks, including preparing parts requests, logging service calls/reports, supporting incoming goods checks, preparing for installation activities, and handling internal reporting and administrative tasks.