Product Support Engineer (m/w/x)

Primary responsibilities:

• provision of technical level 3 support, especially in cross-departmental collaboration during customer escalations
• initial commissioning and verification of the specification for new developments in-house and at the customer's site (“first of a kind” installations)
• optimization of product robustness and system availability by identifying and eliminating product-specific quality defects
• testing and checking upgrades before delivery, including checking the existing documentation
• creating troubleshooting guides to efficiently solve recurring problems
• working with our inhouse Academy to create training content relating to new developments and troubleshooting
• on-call service at weekends to guarantee agreed customer agreements (e.g. response time for escalations)

Requirements:

• technical training (FS/HTL/FH/Uni) with a focus on electrical engineering, electronics, I&C technology, mechatronics or automation technology
• several years of professional experience in a similar position, ideally in product support or technical customer service
• excellent communication skills and strong conflict resolution skills
• good knowledge of fault diagnosis and troubleshooting
• experience in creating technical documentation and troubleshooting guides
• ability to work independently as well as in a team and in cross-functional projects
• very good English and German skills with the ability to communicate complex technical issues clearly and comprehensibly
• willingness to travel up to 30% of the time