Technical Support Engineer

You will:

• Technical Case Handling & Troubleshooting


• Act as technical escalation for Customer Centers, Field Service Engineers, distributors/OEMs, and customers; ensure timely support and ownership from intake to closure.


• Diagnose complex vacuum system issues, including electrical/controls (sensors, I/O, controller logic, VSD/PLC).


• Define troubleshooting plans, analyze field data, and provide actionable repair recommendations.


• Coordinate with Product Company/Global Technical Support for advanced root cause analysis and capture lessons learned.


• Service Process Support & Standardization


• Advise on commissioning, corrective actions, preventive measures, and service best practices.


• Maintain and improve technical documentation and reusable guidance.


• Ensure consistent communication and escalation discipline; support stable service routines regionally.


• Training & Knowledge Transfer


• Deliver technical coaching and training to improve first-time-fix and reduce repeat incidents.


• Translate complex topics into practical procedures and decision trees for the field.


• Product Quality & Continuous Improvement


• Drive structured failure, incident, and warranty reporting; support analysis with clear problem statements and containment actions.


• Identify recurring issues and propose corrective/preventive actions in processes, training, documentation, and service.


• Safety & Customer Focus


• Promote safe working practices, PPE use, and compliance with safety standards.


• Maintain a professional, customer-focused approach; collaborate across Service, Supply Chain, Sales, and Finance.

• Proven ability to handle complex troubleshooting cases end-to-end, including documentation and follow-up.


• Education / Technical Background


• Technical apprenticeship or degree (mechanical, mechatronics, electrical, industrial maintenance, or similar). Additional training in electrical troubleshooting, controls/VSD, pneumatics/hydraulics is a plus.


• Technical Know-How


• Strong troubleshooting skills in mechanical (pumps, bearings, seals, lubrication, overheating/vibration) and electrical/controls topics (sensors/I-O, wiring diagrams, fault codes, basic control logic, VSD/PLC interfaces). Ability to read and interpret technical documentation and translate findings into clear actions.


• Working Style / Competencies


• Structured problem solving, strong ownership, and ability to prioritize multiple cases under time pressure.


• Strong communication skills to guide technicians remotely and deliver training/coaching.


• Customer-oriented, collaborative, and disciplined escalation behavior.


• Tools / Language / Mobility


• Good computer skills; ERP/service tools experience is an advantage. English required; Spanish and/or French is a plus. Valid driver’s license; willingness to travel and work in industrial environments.


• Technical Case Ownership & Escalations (55%)


• Own complex technical cases from intake to closure for VTS Aftermarket (remote and on-site support). Coordinate cross-functionally and escalate with complete technical evidence.


• Service Enablement & Standardization (25%)


• Strengthen service execution by providing troubleshooting routines, commissioning/service guidance, and reusable documentation. Reduce repeat incidents through consistent methods and clear communication.


• Training & Capability Building (15%)


• Deliver coaching/training to Field Service, Customer Centers, and distributors to improve first-time-fix, safety, and service procedures.


• Product Feedback & Continuous Improvement (5%)


• Ensure structured failure/incident/warranty reporting and contribute to reliability improvements through trend observations and corrective actions.