Presales & Customer Support Engineer

Job Description

This Presales & Customer Support Engineer is for organized, curious people who like solving problems fast and doing it properly. You are the first person a customer hears from, and the person who makes sure their question turns into an answer, a quote, a sample, and eventually a project. It suits engineering graduates who want to apply their technical skills to real manufacturing problems without waiting years for the chance. Read to the end so you don't miss an important detail.

Owns the first response to inbound customer requests, turning technical inquiries and quotation requests into fast, accurate answers. Works across sales, suppliers, and internal departments to progress pre-launch projects to first sample, then hands them off cleanly so that sellers spend their time on customers and growth.

• Responds to every inbound technical and commercial request within the agreed service level, with accurate product and application recommendations
• Delivers accurate, on-time quotations and keeps Salesforce current, so that every opportunity has an owner, a status and a next action item
• Manages a high volume of pre-launch projects simultaneously (CRM, AI tools, tickets, templates) from first contact to first sample and clean handover

CANDIDATE COMPETENCIES | Candidate is able to:

• Triage, prioritize and own every incoming customer query — technical, commercial or a mix — based on its techno-commercial value.
• Prepare and follow up quotations, coordinating supplier pricing, lead times and availability, with a clear grasp of commercial terms, costs and risk.
• Research & synthesize complex information to support Sales and other cross-functional teams and initiatives.
• Manage a high volume of tickets and projects at once in CRM through disciplined time management, decision-making, documentation & tracking.
• Work across sales, suppliers and internal departments to close out requests without being chased, translating between stakeholders with different levels of business understanding.

THE ROLE

We aren't looking for a pure salesperson or a desk-bound analyst, but for someone in the middle: technical enough to understand the customer and organized enough that nobody has to ask twice. New graduates and experienced professionals are both welcome; compensation scales with experience.

Our customers are engineers. They don't respond to sales pitches, but they respond extremely well to a fast, honest, well-informed answer — often your first reply is the entire reason we win a project instead of a competitor. That is the most important thing to understand about this job.

There is no prospecting and no cold calling; every request comes to you. You will work across sales in Europe, our suppliers, Quality and Marketing, none of whom report to you. Getting them to move anyway is one of the main things we assess.

Broadly speaking, your work will revolve around three activities:

1. Customer Response & Technical Support (about 40% of your time)

You are the first response. Technical questions, product selection questions, application questions, and general customer requests will land with you, and you will be responsible for answering them accurately and quickly, or for pulling in the right person when the question is beyond what you can answer today.

2. Quotations & Commercial Execution (about 35% of your time)

You will own the quotation process end to end: gathering what is needed, getting pricing and lead times from suppliers, issuing the quote correctly, and following up. Quotes that are accurate and on time are worth more to this business than quotes that are clever.

3. Project Management, CRM Discipline & SalesForce Support (about 25% of your time)

Our sales cycle is long, often around two years. You will be carrying a large number of projects at different stages at the same time, and you will need to prioritize weekly so that each one has a current status and a clear next action. When a project is ready, you hand it to sales with everything they need, and nothing they have to go and find themselves.

HOW WE WORK WITH AI

We expect you to use AI every day and we will give you the tools: summarizing a 40-page datasheet, drafting a first reply, comparing products across a spec table, cleaning up CRM notes.

Two rules, both non-negotiable. You own the output - AI is allowed to be wrong, you are not, so never send a figure, spec, price or lead time you have not verified against the source. And confidential customer or supplier information goes only into approved tools.

Beyond that, push. If you find a faster way to handle a recurring request, build it and show us.

WHERE THIS ROLE GOES

The person you would report to is doing large parts of this job alone and is being moved up to build a team around it. That is the whole story, and a fair indication of what happens to people who do this work well. You would be one of the first two hires. The templates, response standards, quote workflow and handover format are all still being written, and you will help write them. We can't promise a title on a date. What we can say is that people grow from here technically, commercially, or into leading part of the team.

Skills not required, but that get bonus points (any of them count):

The job we have in mind may not require these skills, but they will give you a head start:

• An Engineering Degree: You do not need to be an engineer, but our products are technical by nature, so you will need to be able to grasp the concepts. If you want to learn, we're able to teach.
• CRM experience: Salesforce, HubSpot, Zoho, a ticketing system, anything. If you already know what it feels like to keep a pipeline clean, say so.
• AI or automation tinkering: If you've built a custom GPT or Claude Skills, written prompts you reuse, automated something in Zapier or Power Automate, or scripted a boring task away, we want to hear about it.
• Project management experience: You will manage many projects at once, reporting internally as well as to customers and suppliers. Strong project management skills will help you enormously.

How to apply:

• Send your most updated CV and a one-page, personal cover letter (optional) at [Confidential Information].