Global Support Specialist, Software

We are seeking a new Global Support Specialist to provide technical support for FOSS software. As a Global Support Specialist, you will join a global 2nd Line team of highly skilled hardware and software supporters in Hillerød and Suzhou, China. Reporting to the Head of Global Segment Support, Product Management, you will be responsible for delivering technical support on FOSS software to our 1st Line team and customers worldwide.

The job

As a Global Support Specialist, you will provide expert-level support and troubleshooting for FOSS instrument software to our Sales and Service companies and distributors, which is critical for maintaining our customers’ uptime. A significant part of the support we provide is training, and it is part of your role to create and deliver training or e-learning to strengthen our 1st Line team.

In this role, you will work closely with colleagues throughout the organization, not just for support issues, but also as a key participant in bug-reporting, enhancements, software releases, and distribution.

Primary tasks

  • Provide remote software & connectivity support/troubleshooting of FOSS software on Windows operating systems and FOSS embedded systems to the field service organization for FOSS’ instruments, while ensuring software problems are resolved to the customer’s satisfaction, meeting our desired service level.
  • Efficiently troubleshoot and escalate to the next support line, Development, or Quality, while setting the expectations, as needed.
  • Create and maintain documentation for software (manuals, instructions, release notes, etc.)
  • Plan and conduct classroom, online, and e-learning service training on FOSS software platforms.
  • Assist or drive team-level improvement projects.
  • Provide on-site customer and installation support, as needed.

Your location will be the FOSS Innovation Centre in Hillerød.

Qualifications

As part of the 2nd Line team, the key to your success is your ability to troubleshoot software and logically work through complex problems involving hardware, software, network connectivity, operating systems, databases, and more. You will need to drive the investigations and proactively involve colleagues as necessary, with minimal oversight. Further, we expect you to have:

  • Relevant education in engineering, such as computer science (network/server/DB management), electronics (PLC/FPGA, embedded SW), or similar.
  • Three years of experience with a proven track record in technical support/troubleshooting of software, operating systems (Windows), computer networks, or similar. Experience with SQL is a plus.
  • Able to learn quickly and methodically troubleshoot complex tasks and systems.
  • Experience in conducting hands-on or classroom training and technical writing in English is a plus.
  • Self-driven with good proactive communication skills
  • Excellent collaboration and communication skills and you work with a high degree of integrity – without losing sight of the customer.
  • Ability to efficiently manage several cases and tasks simultaneously and still proactively drive towards the desired outcome.
  • Fluency in English both written and spoken.
  • Able to travel worldwide, as needed.

We offer

Joining FOSS is an opportunity to join a unique family-owned business who is a global market leader and on a mission for more sustainable use of the world’s food resources. Being first is one of our core values and thus we invest 10% of our revenue in new product innovation.

The job as a Global Support Specialist at FOSS is a challenging job that will provide you with a unique opportunity to work closely with a wide array of people inside and outside FOSS and quite literally across all continents. You will join a team of highly dedicated and professional product managers, product specialists and support specialists.

Application

Send your application using the link below. Note that we only receive applications via the link. We conduct interviews on an ongoing basis. Therefore, we encourage you to apply as soon as possible.

If you want to know more about the position, you are welcome to contact the Head of Global Segment Support, Joseph Vollmar, josv@foss.dk.

FOSS is committed to maintaining an inclusive culture and a diverse workforce. You can help us sustain an unbiased recruitment process by not including photo or age in your application.

Ansættelsestype: Permanent

Hjemmearbejde: Not disclosed

Ugentlig arbejdstid: Full-time

How to apply

Our goal is to make the recruitment process as professional and positive as possible. The recruitment process starts when you’ve submitted your application online. Vacant positions at FOSS do not always have an application deadline, so please apply today rather than tomorrow. The reason for this is that we want to ensure a fast and efficient process, which means that we review applications on an ongoing basis. Candidates who are invited for interviews will receive an invitation per email.

Apply

Sustainability is an integral part of our business

At FOSS, we have a taken a holistic approach to Sustainability. It’s not only about conducting our business in a responsible and ethical manner. It’s also about developing solutions that make a difference in the world. We help our customers tackle difficult global challenges such as efficiency in food production, consistency in quality and food safety.

We are operating in a world with significant population growth, scarce resources, food safety scandals and growing concerns about the climate. As the leading business-to-business provider of dedicated analytical technology, we play a key role in this environment.

For example, our technology is increasingly important in expanding food supply by making rational use of increasingly limited resources, while ensuring the best quality food reaches the consumer. To address this challenge there is a need for the development of solutions that analyze and make data manageable and actionable throughout the production process. Information management of analytics will be the future of the food and feed industry, enabling producers to increase yields by being more efficient. Intelligent and automated processes that run on data will define our customers’ future production - and much of the 10% of our turnover we annually invest in research and development will be dedicated to this area.

Working at FOSS

We work on a global scale to develop the people working at FOSS. We strive to enhance job satisfaction and motivation by constantly improving the competencies of our managers as well as following up on employee satisfaction.

We know our employees are our strongest asset.

Therefore, we emphasise, invest in and appraise our employees’ knowledge, skills and attitudes, and take pride in creating an environment with trust, confidence and development. We also believe that clearly defined objectives enable people to achieve their performance potential and that the support from the immediate superior is essential. Most important of all; trained, well-motivated and competent employees are a perquisite for success in the future. We manage by values, but also clear objectives, and follow up through regular meetings between the employee and the manager. In these meetings, there is also room to discuss career aspirations and other development opportunities including internal career moves.

You will have the opportunity for internal career development.

As a company, we are small enough for you to get high influence in the job, but we are also big enough for complex development and global careers. If you want to move in a new direction and continue to develop along with your professional capable colleagues, we offer the opportunity for internal career moves inside FOSS. As we are a knowledge-heavy company, this is a win-win scenario for both FOSS and our employees.

Work with creative and professionally strong colleagues.

Teamwork is essential to FOSS. By developing solutions in cross-functional teams, we integrate knowledge, experience and competences from many perspectives to achieve great results. We communicate in a straight-forward manner and solve challenges together. In FOSS, we truly value that you voice your opinion, take responsibility and ownership. Our company size in turn allows for independent, dynamic and fast decisions.

If you join FOSS, we promise you that you will enter an environment with new learnings through projects, new technologies and market opportunities. We love to be entrepreneurial and open-minded to new ideas, and if you get a good idea – you can bring it forward.

Join a company with a clear business idea and purpose, but also strong values.

In a global world with a growing population, there is an ever-increasing demand for safer food, production that is more efficient and less food waste. Globally, we need to produce as much food the next 40 years as the last 8,000 years to meet the needs of a growing population and declining natural resources. A huge challenge, which requires that we become better at utilizing the resources available.

The business vision of FOSS to contribute to a more sustainable use of increasingly valuable agricultural resources, and to the nutrition and health of the people of the world. We provide the industry’s best analytics, which add value to our customers by improving quality and optimising food and agricultural production.

Join FOSS, and you will be part of this mission, more relevant today than ever. 

Meet our employees

Meet Jan – manager of Concept Development in Research & Development

Jan’s daily work as a manager in Concept Development consists of generating new ideas in collaboration with his team and deciding which ideas should be developed. The daily challenge of finding the right solutions to address the needs of our customers is solved by a diverse and competent group of specialists working together.



Meet Mariana – Chemometrician in Research & Development

Mariana is a Spanish Chemometrician specialised in NIR. Coming from a research background her move to FOSS was motivated by a desire to work with real products and real customers. AT FOSS she is involved in the innovation of new products, developing calibrations for the EyeFoss image analysis grain analyser.

About FOSS

FOSS creates end-to-end solutions that secure and improve food quality. From raw material to finished product. Our analysis instruments refine measurements into information management that enables businesses to run intelligent data-driven productions with less waste and bigger yields. Controlling cost and quality across all sectors and value chains, we help food and agricultural producers limit the number of human errors, scale their business faster and reduce manual labour as well as labour costs. We call it analytics beyond measure.

Over the last 60 years, we have made it our business to define the standard of analytical solutions for the food and agricultural industry. We pioneered advanced analysis for the challenging production environments in the 1960’s, and we were the first to integrate chemical composition analysis in process lines. Now our resolve and ambition have also made us the international benchmark in the field of chemometrics and real time analytics.

FOSS is a 100% family-owned company and the leading supplier of innovative analytical solutions; 98 percent of FOSS’ business is generated outside Denmark. FOSS has more than 100 patents and more than 20 world-first product introductions. FOSS employs more than 1700 dedicated people worldwide and has manufacturing, research and development facilities in Denmark and China. Solutions are sold and supported through FOSS sales and service companies in 28 countries and by more than 75 distributors. Many employees have a top-level scientific or technical background, including more than 130 Master of Science and more than 20 PhDs in areas such as photonics, chemometrics, physical chemistry, analytical chemistry, fermentation and bio-engineering, astrophysics, optical communication, physics, quality, nanotechnology, food science and adaptive radiotherapy. We also employ many factory-trained and certified support engineers stationed close to our customers.

FOSS

Foss Allé 1

DK-3400 Hilleroed

Denmark

Phone: +45 70 10 33 70

E-mail: info@foss.dk