Job description:

We are looking for a Customer Support Specialist - Service Engineer who will work and grow within the METER Support Center department and will report to METER Support Center Manager, in a team of 10 co-workers. The position is based in Istanbul - with international travels (~10%).

In our Customer Service organization in Istanbul, The Customer Support Specialist for Service Engineer will act as the key contact for the customer and/or distributor within Türkiye, Caucasus, Middle-East and Africa region for any incoming internal and/or external request to ensure high level customer experience and satisfaction. As a referent specialist in the field of expertise, this role will provide technical and scientific support by being key link with field activities and global functions.

What will your responsibilities be?

• Answer internal and/or external customer to give support from simple to complex inquiries per established guidelines
• Perform procedure associated with installing repairing and maintaining an assigned instrument base, consistent follow up and customer satisfaction
• Manage spare parts inventory according to quality guidelines
• Lead the troubleshooting analysis, diagnose and bring the solution to customer/distributor or plan the action response, follow up and ensure customer satisfaction to avoid disruption at customer site
• Report all events in the ERP system to guarantee traceability according company standards and regulation
• Prepare service work order for corrective actions
• Update installed base and knowledge base with the relevant information
• Identify service sales leads and opportunities
• Lead launch or implementation of new products, methodologies and processes to handle customer requests with efficiency
• Provide customer training for sub/cluster and act as a referent in his/her field of expertise
• Participate to company transversal projects
• Contribute to a smooth interface between field & remote activities
• Ensure proper internal / external feedback and follow up the proposed actions
• Act as a technical pillar for sub/clusters

Profile description:

Who are you?

• Minimum bachelor’s degree in Engineering with minimum 3 years of experience in biology, industrial microbiology environment or solid technical background in biology field
• At ease in digital environment & IT capabilities: perfect Mastering of ERP tools and Pack Office
• Excellent communication skills, good listener, empathic and assertive
• Organized, rigorous, autonomous and able to make decisions
• Ability to analyze, manage critical inquiries & hard situation
• Customer & solution oriented
• Excellent command of CRM tools and MS Office applications
• Fluent in Turkish and English, Arabic is a plus
• Ability to travel with the minimum ratio of 10%