Technical Customer Support Specialist (M/F)

The missions of the position As part of the development of our activities, we are looking for a Technical Customer Support Specialist to join our Laser Products & Solutions (LPS) Service team within our service center in Pessac (33).

As a true technical point of contact for our industrial customers worldwide, you will play a key role in handling their technical requests. From analyzing the problem to defining the most suitable action plan, you will contribute directly to resolving the technical challenges encountered on our laser systems. Have you acquired solid field experience as a Field Service Engineer or in a similar role and now wish to leverage this expertise in a more sedentary role, without losing contact with customers or the richness of technical issues? This position will allow you to remain at the heart of the activity, support customers operating in various industrial sectors, and utilize your technical expertise within an international environment, all while settling long-term in the Bordeaux region.

As a Technical Customer Support Specialist, you are the reference point of contact for the customer's request from the moment it is recorded. You analyze the situation, mobilizing the relevant technical teams if necessary, to identify the cause of the malfunction and understand the customer's real need. You then define the appropriate action plan, have it validated, and manage its implementation.

Your main responsibilities:

• Intervene remotely for technical support or user training.
• Analyze or lead the analysis with internal teams to determine the probable cause of the reported malfunction.
• Evaluate the customer's real need, taking into account the state of the laser, their operational need, and their coverage by a warranty or contract.
• Define an appropriate action plan and have it validated by the customer.
• Ensure the recording and follow-up of requests in the ERP/CRM, and transmit information to the relevant teams (FSE, ADV, R&D, Quality).

We are looking for a candidate with the following skills and qualifications:

Technical training in optics, photonics, electronics, or an equivalent field. Proven experience in the field of optics, ideally applied to laser technologies or similar equipment. Significant experience in field intervention as a Field Service Engineer (FSE) or in an equivalent role, preferably on laser or optical equipment. Strong analytical and diagnostic skills, with a global vision of the customer's needs beyond the expressed request. Strong customer orientation, excellent sense of service, and interpersonal skills, including in contexts requiring arbitration and diplomacy. Good command of professional English, both spoken and written.