2nd Level Technical Support Specialist Noble Gas & IOMS Instruments

2nd Level Technical Support Specialist for Noble Gas & IOMS Instruments

We are looking for a highly skilled 2nd Level Technical Support Specialist to join our team, providing expert support for Noble Gas (Argus, Helix) and other IOMS instruments. This exceptional opportunity allows you to be the go-to technical expert—ensuring flawless instrument installations, solving complex issues, and delivering outstanding customer experiences. You'll collaborate with European teams, support new product introductions and empower customers through training and knowledge-sharing initiatives.

Key Responsibilities

• Technical Support & Troubleshooting: Provide advanced remote and on-site support using digital tools and diagnostic technologies.
• Installation & Repair: Installing instruments, performing complex repairs and ensuring efficient functionality.
• Customer Support: Deliver timely, high-quality solutions that exceed customer expectations while maintaining professional, trust-based relationships.
• Knowledge Sharing: Contribute to the technical knowledge base, host Tips & Tricks sessions and deliver tailored training programs.
• Customer Concern Resolution: Actively addressing customer concerns, defining action plans and participating in weekly review calls.
• New Product Integration: Support product introductions, special installations and updates.
• Collaboration & Compliance: Work closely with cross-functional teams and follow ethical business conduct guidelines.

Qualifications

• High school diploma or equivalent experience in a technical or scientific field (chemistry, biology, electronics, or related).
• 5+ years' experience in technical support, field service, or instrumentation (with exposure to related techniques and applications).
• Strong technical knowledge of instrument service and support processes.
• Excellent English communication skills (verbal and written); additional languages are a plus.
• Proven ability to manage customer relationships, tackling complex issues and elevating customer happiness.
• Strong organizational skills with the ability to prioritize multiple tasks.
• Valid driver's license and willingness to travel internationally (up to 70%).

Why Join Us?

• Be part of a global leader in scientific instrumentation.
• Work on brand new Noble Gas and IOMS technologies that advance research and innovation.
• Enjoy a role with variety: troubleshooting, training, customer interaction and product development.
• Make a measurable impact by ensuring customers' success!