Support Engineer - Turkey (hybrid/remote)

General Description:

Purpose:

To proactively manage customer interactions—both potential and existing—by providing exceptional support to the company’s sales and service functions. This role involves assisting with in-house engineering tasks related to product, process, and software enhancements. Additionally, it includes conducting product demonstrations, trials, installations, commissioning, maintenance, and troubleshooting at client sites as needed. The role also focuses on routine and corrective remote calibration of analysers. Responsibilities also extend to delivering presentations, generating reports, and performing data analysis to drive continuous improvement and customer satisfaction

Education and Experience required:

B. Eng. Electronic or B. Eng. Mechatronic

Linux Operating Systems, Bash Scripting, proficient in Excel, contract management, project management 

Minimum of 2 years:   Electronic fault finding and  improvements, Software development (Python, Pascal, C), Linux Systems, Engineering Support, Worked on mineral processing plants.

Engineering:  Hardware

Find causes of reported faults on instruments

Repair/replace components as needed

Test repairs to confirm error resolution

Create hardware solutions to problems

Engineering:  Software maintenance

Troubleshoot and bug-fix observed issues

Manufacturing:  Provide support to manufacturing team

Set up software

Assist with ad-hoc queries

Source components where applicable

Complete set up documentation as part of the QC process

Assist with integrating new components

Product Improvement:  Assist with product and system improvement projects

Identify potential product and system improvements

Implement, test and roll-out software related improvements

Commercial: Enhancing customer experience and driving business growth

Support sales efforts by aligning customer requirements with product offerings and service capabilities, conducting product demonstrations and technical presentations

Ensure all customer-facing documentation and reports are accurate, professional, and aligned with company objectives.

Support: Provide ongoing and ad hoc support to clients and subsidiaries.

Maintain client relationships through proper communication

Take responsibility for client issues by managing collaborative problem resolution

Ownership of calibration and performance for multiple clients

Support the renewal of Product Support Services (PSS) contracts by providing technical input and performance feedback.

Overall client satisfaction

Assist in developing client references and case studies by capturing successful project outcomes, demonstrating value delivered, and strengthening overall client satisfaction and confidence