Customer Support Engineer

In this exciting position based in Geneva or elsewhere in Switzerland, you will offer commercial and technical support to customers based in the Netherlands and the UK. You will manage and follow customers’ contracts, oversee the day-to-day operational functions of Picarro’s solutions and serve as the primary liaison between customers and Picarro’s technical support and operations teams. Reporting to the senior client program manager and working very closely with the office in Geneva, you will uphold operational excellence and deliver high-quality service to Picarro’s customers.
Main tasks

• Define technical requirements in collaboration with customers
• Coordinate the installation, testing, troubleshooting and maintenance of Picarro’s solutions with field application engineers and technical support teams
• Train customer resources, and establish comprehensive training documents, manuals and troubleshooting guides
• Oversee project management activities and ensure alignment with project objectives
• Internally, work with operations to organize pilot projects and align resources to ensure objectives will be reached
• Ensure project follow-up and execution (planning, supervision of data collection, quality control, external partner support, field operations)
• Anticipate problems and react quickly to find appropriate solutions
• Ensure monthly financial review of the project (invoicing, subcontractor cost authorization)