Application & Customer Support Engineer

Description

As the front-line of technical support, you ensure fast and efficient answers to customers’ technical questions. Additionally, as opportunities arise, you provide support to the ophthalmic metrology technical and sales teams.

Mission

Technical Support:

  • You will be the customers’ first contact point for technical support. After a strong training on our products (both hardware and software), you will be responsible for a professional follow up and documentation of customers’ technical questions and to relay more specific issues to the appropriate internal expert.
  • You feed the technical knowledge base with FAQ sheets and ensure the continuous update of the internal technical applications documentation.

 

Technical Applications:

  • You collaborate with the R&D and engineering teams on various technical tasks (software testing, validation of new technical solutions, optimization of the workflow, redaction of technical documents and reports).
  • You ensure the final check of instruments prior to its shipment to customers.
  • You act as a backup for the configuration of the computers

 

After-sales and sales support:

  • You provide support to the sales team for the measurement of samples sent by prospects and write technical reports in order to demonstrate the capabilities of our technology.
  • You occasionally go to customers’ plants to service our ophthalmic instruments (calibration, maintenance) and to provide training (Worldwide).
  • Depending on your profile and affinity, you potentially give commercial demonstrations of the instruments.
Requirements
  • Technical or scientific background (engineering, physics…). A good knowledge of optics is a major asset.
  • Software skills: Ability to deeply understand the software functions and parameters in order to efficiently answer customer’s questions. Although it would be an asset, no capability in software development is required.
  • Fluent English in writing and speaking and with at least a good command of French. Knowledge of any other language is an asset.
  • Good communicative and interpersonal skills.
  • At least 1 or 2 years of relevant working experience in a technical &/or customer support position.
  • Customer focused.
  • Willing to travel worldwide (10-15%).

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