1st LINE SUPPORT

Pracovní nabídka

Struers is the world's leading manufacturer of equipment, consumables and services for materialographic surface preparation and analysis of solid materials. With offices and affiliates in 24 countries and a presence in more than 50 countries worldwide, Struers is a growing international company. Our customers come from a wide array of industries, such as automotive, aviation, aerospace, electronics, and steel. We are proud of the customer relationships we have built worldwide with leading industrial companies, prestigious universities, and respected research establishments. You will be part of our team based in Ostrava, Czech Republic. We take pride in delivering high quality solutions coupled with an informal and open working atmosphere.

1st Line Support
Reports to: Service Manager

The 1st Line Support is responsible for the structured handling and resolution of technical support cases for customers and Field Service Engineers.
As Struers’ solutions become increasingly automated, software-enabled, and remotely connected, this role serves as a key technical interface for advanced troubleshooting and system-level support across mechanical, electrical, PLC-controlled, and software-driven systems.
The role combines strong technical troubleshooting capabilities with a hands-on service mindset. The ideal candidate has practical field service experience and understands how equipment behaves in real customer environments.
Working closely with Field Service, Service Coordinators, Service Engineering, and R&D, the 1st Line Support drives fast issue resolution, structured escalation handling, and consistent customer communication.
The position is part of a global support organization evolving towards a 24/5 support model, requiring close collaboration across regions and time zones.

Key Responsibilities

• Own and manage technical support cases through the ticketing system from intake to resolution
• Perform troubleshooting across mechanical, electrical, automation and PLC domains
• Provide remote diagnostics and technical support using connected systems and digital tools
• Support Field Service Engineers and customers with fast and structured technical assistance
• Coordinate and drive escalations to Service Engineering, R&D, Product Engineering, or Quality while retaining case ownership
• Ensure accurate case documentation, follow-up, and traceability
• Drive immediate containment and coordination during critical customer situations
• Provide high-quality data through case handling discipline to support continuous improvement initiatives
• Collaborate closely with global support teams to ensure consistent support quality and effective case handovers
• Support technical training, advanced technical inquiries, and complex service situations, potentially mobilizing to customer site when required

Qualifications & Experience

• Degree in Engineering (Mechatronics, Electrical Engineering, Automation, Marine or similar) or equivalent technical experience
• Professional competence according to Czech Government Regulation No. 194/2022 Coll., minimum qualification level § 6 (Electrotechnician)
• Hands-on experience from field service, technical support, or service engineering within complex technical equipment environments
• Strong understanding of integrated mechanical, electrical, software, and automation systems
• Experience with PLC-controlled equipment and industrial automation systems is an advantage
• Familiarity with remote diagnostics, connectivity solutions, and digital service tools
• Experience working with structured case handling or ticketing systems
• Experience in an international support environment is an advantage

Skills & Competencies

• Strong troubleshooting and analytical skills
• Hands-on and service-oriented mindset
• Structured and process-driven approach
• High level of ownership and accountability
• Ability to communicate technical issues clearly to both customers and internal stakeholders
• Ability to work effectively across functions, regions, and time zones
• Customer-focused with a strong sense of urgency and quality

Additional Requirements

• Fluency in Czech and business-level English
• Office-based role in Ostrava, Výstavní 3374/40a, 702 00, Czech Republic
• Flexibility to support a global 24/5 support setup, including occasional work outside standard business hours
• Limited travel may be required

What we offer

• Flexible working hours and the possibility to work from home for up to 40 % of working time
• 25 days of annual leave
• An attractive benefits package including a meal allowance (also when working from home), transportation allowance, leisure benefits through the Pluxee card, and contributions to pension savings, life insurance, or a Long-Term Investment Product (DIP)
• The stability of an international company with more than 150 years of tradition
• Working in an international team and actively using English on a daily basis
• Opportunities for professional growth and further development
• A pleasant working environment, refreshments at the workplace, and regular company events