Technical Support Engineer (m/f/d)
Description du poste
About Hapa
Hapa is a leading organization headquartered in Volketswil, Switzerland. As a key player in the late-stage customization and on-demand printing solutions, we specialize in the pharmaceutical packaging industry. Our business portfolio encompasses a wide range of innovative printing solutions, making blister packaging more flexible, less complex, and more cost- and waste-efficient. We strive to continuously expand our offerings and enhance our capabilities to meet the evolving needs of our customers.
For more detailed information about Hapa and its comprehensive business landscape, please visit www.hapa.ch.
Hapa is part of Coesia, a group of innovation-based industrial and packaging solutions companies operating globally, headquartered in Bologna, Italy. Coesia operates in 34 countries with 20 different companies and employs over 8,000 people as of 2024.
About the Role
As a Customer Support engineer, you will support, troubleshoot and diagnose our printing technologies from mechanical, electrical, software and network technology, using standard communication but also guiding the customer via Augmented Reality tools.
Customer support is a fundamental link between customers and engineering department; you will coordinate closely with customers and internal teams, ensuring information flows effectively between departments and to the customer.
The experience gain on this position is very high, therefore, your role in the contribution to our shared knowledge base by documenting and writing newsletter is crucial for the team and the whole company
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Ensures technically and timewise optimal Customer Support to guarantee the availability professionally and quick support by phone, email and remote assistance for customers
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Supports customers with complex technical requests using structured problem-solving approach
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Resolving problems with networks and other computer systems
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Following up with customers to ensure full resolution of issues
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Remotely accessing hardware or software for clients to make changes and fix problems
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Cross collaboration between different departments such as, Engineering, Sales, Quality
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Training other staff members on troubleshooting and diagnosing problems.
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Writing, editing, and revising internal documents & manuals.
What You Need to Be Successful
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Technical background in automation, electrical, mechanical, Networking & camera vision systems.
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Good knowledge/practical experience in reading and understanding electrical schematics, error analysis, Troubleshooting
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Fluency in English & German (both spoken and written)
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Ability to prioritize and respond effectively to customer needs
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Strong service mindset and reliability
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Good knowledge/practical experience in electrical engineering, control engineering, and fault analysis in general
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Good PC, PLC and network knowledge
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Great commitment and service orientation
Join the team! We are looking forward to receiving your application.
A fascinating role awaits you, offering a high degree of responsibility alongside strong team collaboration and support. Hapa also offers you an attractive and future-oriented workplace, opportunities for further training, talent programs, and other modern employment conditions. We value flat hierarchies and a supportive, collaborative work culture.
If this sounds like a role that matches your passion and skills, we look forward to your application.
Please note, that we only accept applicants with Swiss or EU/EFTA citizenship or applicants with an existing and valid residence and work permit for Switzerland.
Coesia is an equal-opportunity employer and embraces diversity and inclusion.
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