Technical Support Engineer

Company Description

Clean water for the world!

Veolia Water Hungary Ltd. is a market-leading membrane technology company, where we have been manufacturing and developing equipment for drinking water and industrial wastewater treatment for more than 20 years.

We operate at three locations: our factory is located in Oroszlány, our research and development center in Tatabánya, and our global customer service, financial center and project engineering in Budapest.

The Oroszlány membrane factory started operating in the industrial park in 2002, and has now become one of Hungary's leading water treatment technology manufacturing plants. Our products help purify drinking water and treat wastewater.

We are a cohesive, supportive community, offering a family-friendly, stable workplace. Because clean water will always be needed.

Job Description

As the Technical Support Engineer, you will be responsible for providing excellent technical product support for the Sievers ® Brand Analyzers and Sensors via phone and email to product end users and International Third-Party Partners (ITP) located in Europe, Middle East and Africa. This position involves heavy customer interaction for technical product support, application support, return material authorization and general inquiries. Additional requirements to repair instruments in-house as needed by the business.

Technical Support:

• Providing expert level technical product support, including instrument, software, and application troubleshooting
• Managing internal and external customer inquiries about product features and capabilities
• Performing diagnostics testing, enacting repairs, performing test and calibration routines on instruments
• Accurately logging all customer interaction with the CRM and identifying all associated failure modes for quality reporting
• Closing 80% or > of all customer Cases within 10 days or less
• Assisting with Return Material Authorization (RMA) processing customer and ITP shipments

Customer Service Excellence:

• Handling queries to meet customer expectations with urgency and professionalism
• Developing and maintaining positive relationships with customers and ITPs
• Actively following up with customers to ensure issues are resolved and customers are satisfied
• Generating customer deliverables, i.e. repair letters, calibration certificates
• Coordinating with sales when opportunities or conflicts are identified

Process Improvement:

• Engaging cross-functional teams to identify and resolve product discrepancies
• Contributing to the development of internal products, serving as the voice of the customer
• Performing root cause analysis to improve product quality
• Accurately accounting for all inventory transactions associated with the repair process

Qualifications

Essentials:

• Expert level English skills, both spoken and written
• High School diploma/GED and at least 6 years of relevant technical service/support work experience
• Excellent analytical and problem-solving skills
• Customer service oriented with teamwork, collaboration, and adaptability
• Proficient with Google suite, Microsoft Word and Excel
• Ability to effectively prioritize multiple tasks
• Must be able to perform "on-call" after hours technical service phone support
• You can work flexible hours to cover Factory Repairs when needed

Desired Characteristics:

• Bachelor's degree in chemistry, chemical engineering, or other science/technical discipline
• Knowledge of automation control signals (i.e. MODBUS, Profibus, analog signals)
• Knowledge of cGMP, GLP, ISO, and Pharmaceutical Regulations
• Bi-lingual capabilities (English/Native)
• Experience with CRM systems
• Process improvement and project management mindset

What We Offer:

• Motivated, professional team
• Family-friendly and environmentally conscious corporate culture
• Value-creating tasks and challenges

• Competitive Salary

• Regular training and development opportunities 

• Cafeteria Benefits

• Medicare private health insurance 

• Life Insurance

• Employee assistance program (e.g., legal, health, psychological counseling, medical screenings)
• Employee referral bonus

Additional Information

As an inclusive company, Veolia is committed to diversity and gives equal consideration to all applications, without discrimination.