Support Engineer

About the role

Purpose

To proactively manage customer interactions—both potential and existing—by providing exceptional support to the company's sales and service functions. This role involves assisting with in-house engineering tasks related to product, process, and software enhancements. Additionally, it includes conducting product demonstrations, trials, installations, commissioning, maintenance, and troubleshooting at client sites as needed. The role also focuses on routine and corrective remote calibration of analysers. Responsibilities also extend to delivering presentations, generating reports, and performing data analysis to drive continuous improvement and customer satisfaction.

Key Responsibilities

Engineering

Diagnose and identify root causes of reported hardware faults on instruments.

Perform repairs or component replacements as required and validate solutions through testing.

Develop and implement hardware solutions to recurring issues.

Maintain software systems, including troubleshooting and resolving bugs or performance issues.

Manufacturing Support

Provide technical support to the manufacturing team.

Configure and deploy software during production processes.

Address ad-hoc technical queries and assist with issue resolution.

Source components when necessary and support integration of new parts.

Complete required documentation as part of quality control (QC) processes.

Product Improvement

Contribute to product and system improvement initiatives.

Identify opportunities for enhancements in products and processes.

Design, implement, test, and deploy software-related improvements.

Commercial Support

Enhance customer experience while supporting business growth.

Align customer requirements with product offerings and service capabilities.

Deliver product demonstrations and technical presentations.

Ensure all customer-facing documentation is accurate, professional, and aligned with company standards.

Client Support

Provide ongoing and ad-hoc technical support to clients and subsidiaries.

Build and maintain strong client relationships through effective communication.

Take ownership of client issues, ensuring timely and collaborative resolution.

Manage calibration and performance for multiple clients.

Support Product Support Services (PSS) contract renewals through technical insights and performance feedback.

Client Satisfaction

Contribute to the development of client references and case studies.

Capture and document successful project outcomes, demonstrating value delivered.

Strengthen overall client satisfaction and confidence in company solutions.

Skills and Experience

Education

Bachelor's degree in electronic engineering or Mechatronic Engineering (B.Eng).

Technical Knowledge

Linux operating systems and Bash scripting.

Proficiency in Microsoft Excel.

Basic understanding of contract and project management principles.

Experience

Minimum of 2 years of experience in:

Electronic fault diagnosis and system improvements

Software development (Python, Pascal, or C)

Linux systems and engineering support

Work within mineral processing plants (preferred)

Additional Requirements

Advanced proficiency in MS Office.

Professional fluency in Spanish and, ideally, English.

Availability for international travel (up to 50% of working days annually).

Strong ability to work independently with excellent problem-solving skills and attention to detail.

Technical Competencies

Strong knowledge of software development best practices (version control, code reviews, testing, documentation, and structured coding).

Ability to develop, debug, and maintain software, including embedded systems.

Solid understanding of hardware systems and how components interact.

Experience in Linux systems administration and network management.

Ability to read and create electronic circuit diagrams and perform electrical wiring tasks.

Capability to analyze systems critically for continuous improvement.

Experience in remote calibration of electronic instruments, with a clear understanding of performance impact.

Leadership Competencies

Self-management: Ability to work autonomously, prioritize tasks, and manage workload effectively.

Ownership: Accountability for client deliverables and assigned responsibilities.

Coaching & mentoring: Ability to guide, support, and develop team members.

Communication & influence: Strong communication skills to convey ideas clearly and influence outcomes.

Strategic thinking: Ability to anticipate challenges and identify opportunities for innovation.

Vision & direction: Capability to contribute to and align with organizational strat