As a Customer Support engineer, you will support, troubleshoot and diagnose our printing technologies from mechanical, electrical, software and network technology, using standard communication but also guiding the customer via Augmented Reality tools.
Customer support is a fundamental link between customers and engineering department; you will coordinate closely with customers and internal teams, ensuring information flows effectively between departments and to the customer.
The experience gain on this position is very high, therefore, your role in the contribution to our shared knowledge base by documenting and writing newsletter is crucial for the team and the whole company
Ensures technically and timewise optimal Customer Support to guarantee the availability professionally and quick support by phone, email and remote assistance for customers
Supports customers with complex technical requests using structured problem-solving approach
Resolving problems with networks and other computer systems
Following up with customers to ensure full resolution of issues
Remotely accessing hardware or software for clients to make changes and fix problems
Cross collaboration between different departments such as, Engineering, Sales, Quality
Training other staff members on troubleshooting and diagnosing problems.
Writing, editing, and revising internal documents & manuals.
Profil
University degree in Mechatronics or similar.
Technical background in automation, electrical, mechanical, Networking & camera vision systems.
Good knowledge/practical experience in reading and understanding electrical schematics, error analysis, Troubleshooting
Fluency in English & German (both spoken and written)
Ability to prioritize and respond effectively to customer needs
Strong service mindset and reliability
Good knowledge/practical experience in electrical engineering, control engineering, and fault analysis in general
Good PC, PLC and network knowledge
Great commitment and service orientation