Temporary position: Technical Support Engineer

About Graniten

Graniten is a global provider of machine solutions to the pharmaceutical manufacturing and healthcare automation sector. We have built turn-key solutions since 1992 and today we offer products ranging all the way from custom innovations to full-scale production equipment. Global pharmaceutical companies and healthcare suppliers are the testimony to our exceptional service. At Graniten, our core purpose is to empower our customers and help them improve their production and workflow to continuously improve patient care and security. Our core values of Partnership, Passion and Teamwork, Innovation, Ownership, Continuous Improvement – these values speak to who we are and what we believe. If this sounds like the kind of team you’d like to be part of apply today and let’s work together for a bright future.




Background and skills
We are looking for a Technical Support Engineer to provide assistance to our customers and the service team.

The position is a temporary post for 12 months. You will be on top of all customer cases and with the team diagnose and troubleshoot software and hardware problems and be responsible for spare parts management. 

Ultimately, you will be a person our customers trust. They will rely on you to provide timely and accurate solutions with help of the team to their technical problems.

Responsibilities
- Research and identify solutions to software and hardware issues with the team.
- Ask customers targeted questions to quickly understand the root of the problem
- Properly escalate unresolved issues to appropriate internal teams
- Provide prompt and accurate feedback to customers
- Own KPIs relating to the supply and cost of parts
- Devise strategies and KPIs for monitoring parts consumption, regulate and prioritize supply to achieve peak performance
- Work with logistics to organize and coordinate shipments of parts both domestically and internationally.
- Follow up with clients to ensure their equipment are fully functional after troubleshooting
- Prepare accurate and timely reports
- Document technical knowledge in the form of notes and manuals
- Maintain good relationships with clients

Personal qualification
- Proven work experience as a Technical Support Engineer/Support Engineer or similar role
- Hands-on experience with industry equipment
- Ability to understand the flow in diagnosing and troubleshoot technical issues
- Excellent problem-solving and communication skills
- Ability to provide step-by-step technical help, both written and verbal
- Be able to travel a couple of weeks per year

Contact
For more information about the position, contact Freddy Viitala  

We welcome your application as soon as possible, selection is done continuously.