Product Support Engineer

VSPARTICLE is at the forefront of nanotechnology, pioneering advanced research tools that accelerate material development. Our cutting-edge technologies empower researchers and innovators around the globe to explore new possibilities in nanomaterials. As we expand our team, we seek passionate individuals eager to contribute to this exciting field and help shape the future of nanotechnology.

As a Product Support Engineer at VSPARTICLE, you will be the technical liaison between our products and our customers, ensuring they receive exceptional aftersales and installation support. You will play a critical role in diagnosing technical issues, assisting with repair requests, and contributing to customer success by improving support workflows. You will also work closely with our product development teams to enhance our offerings continually.

Key Responsibilities:

1. Customer Technical Support:

- Act as the primary technical point of contact for direct customers (via account managers), distributors, and lab users.

- Analyze, diagnose, and resolve technical issues reported by customers promptly and effectively.

- Maintain and update service/support documentation to ensure clarity and accuracy.

2. Workflows and Continuous Improvement:

- Document cases, product knowledge, and changes to enhance the support process.

- Improve processes for handling support cases, installations, and customer onboarding.

- Develop and maintain an in-depth understanding of our high-tech products, including their features, functionalities, and technical specifications.

- Stay up-to-date with product updates, technological advancements, industry trends, emerging technologies, and support management.

- Contribute to the creation and maintenance of technical documentation, FAQs, and knowledge base articles.

3. Demo Management & Installations:

- Manage our fleet of demo systems to ensure our future customers have the best possible experience.

- Offer product demonstrations and training to customers and stakeholders.

4. Quality Assurance:

- Participate in product testing, quality assurance, and validation efforts to identify and address potential product issues before they impact customers.

5. Customer Feedback and Product Improvement:

- Propose and execute improvements to equipment and software based on customer feedback and performance benchmarking activities.

- Collaborate with product management and engineering teams to implement enhancements and refine product offerings.

Qualifications and Experience:

- A degree (hbo/wo) in (electro)mechanical or chemical engineering, or a related field. Affinity with aerosol technology is a plus.

- 3-5 years of experience in a second-line support position, preferably for a hardware product.

- Proven experience in organizing and streamlining product support activities.

- Fluency in English, both spoken and written, including technical jargon.

- Willingness to travel as required.

- Experience supporting North American based clients and customers.

Skills and Competencies:

- Strong troubleshooting and analytical skills.

- Ability to work independently with minimal supervision.

- Patience and a customer-focused attitude.

- Excellent interpersonal and communication skills.

- Commitment to high-quality work and continuous improvement.

- Detail-oriented with strong organizational skills.

What We Offer:

- A dynamic and innovative work environment at the cutting edge of nanotechnology.

- Opportunities for professional growth and development.

- Collaborative and supportive team culture.

- Competitive salary and benefits package.

Join VSPARTICLE and help us accelerate the future of material development!

Interested?

If VSParticle and the job description inspire you, we encourage you to apply via the button. If you have any questions before applying, or want to have a general discussion about VSParticle, feel free to reach out to our Recruiter, Mia Imming. VSP does not accept any unsolicited resumes from third-party recruiters or uninvited requests for collaboration on our published roles. Unsolicited resumes sent to VSP employees will not obligate VSP to pay fees to any third-party recruitment agency.