Technical Support Agent
About this role
Technical Support Agent - FARO CREAFORM
The incumbent of this position is primarily responsible for providing technical and administrative support for annual calibration, return, repair & other serviceability requests for our EMEA customers. In collaboration with the other departments, he (she) will ensure the follow-up and progression of these requests to offer an unparalleled customer experience.
Key responsibilities:
In collaboration with the Support Experts and Specialists colleagues, provide support and technical solutions to technology and software users:
- Provide first level support to customers through phone & email;
- Administrate all annual calibration support cases;
- Manage the return of defective equipment for repair or replacement;
- Generate quotes/orders in the CRM timely and work closely with colleagues to process them;
- Execute property transfers;
- Strive to improve processes and procedures for areas of responsibility;
Support the Customer Service department with Logistic duties
- Prepare shipping documentation, coordinate pickups and receiving for Support;
- Manage annual calibrations of the Loaner fleet;
Ideal profile:
- Has a technical or bachelor’s degree in a relevant field.
- Fluent in French and English. Proficiency in German is an asset.
- Experience in customer service.
- Good communication and problem-solving skills.
- Knowledge of a computer operating system (Excel and Word).
- Knowledge of Salesforce CRM is an asset.
- Ability to multitask & team player.
- Has an interest in customer service.
- Organized, attention to detail, easy to learn.
- Ability to communicate verbally and in writing.
- Demonstrated ability and willingness to use AI tools to improve productivity, decision-making, work quality, and to reduce costs. The successful candidate must be able to identify appropriate AI use cases and critically evaluate AI-generated outputs
Company at a glance
AMETEK, Inc. is a leading global provider of industrial technology solutions serving a diverse set of attractive niche markets with annual sales of approximately $7.5 billion.
AMETEK is a leading global provider of industrial technology solutions with approximately 22,500 colleagues across our global network of operating, sales, service, and support locations in 34 countries around the world. Our mission is to solve our customers' most complex challenges with differentiated technology solutions.
The AMETEK Growth Model is embedded within our culture and is made up of our four growth strategies – Operational Excellence, Technology Innovation, Global and Market Expansion, and Strategic Acquisitions. These growth strategies are complemented by a disciplined focus on cash generation, capital deployment, and talent development. Each element of our Growth Model reinforces the others, creating a powerful and scalable platform to drive long-term, sustainable growth.
AMETEK consists of two operating groups, both with highly differentiated technology and leading positions in niche markets:
- Electronic Instruments Group (EIG) – a leader in the design and manufacturing of advanced analytical, test and measurement instrumentation for aerospace, medical, power, energy, research and industrial markets.
- Electromechanical Group (EMG) – a leader in the design and manufacturing of highly engineered medical components and devices, automation solutions, thermal management systems, specialty metals and electrical interconnects.
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