Product Support Engineer (m/f/d)

You support the TechSupport team by finding effective and efficient solutions to technical problems and contribute to the continuous improvement of our products.

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

Salary:

We prefer to discuss salary in person, but we can reveal this much: We naturally align with market-standard salaries - meaning that, depending on the position and education, an above-collective agreement salary is possible right from the start. For this position, we offer an annual gross salary of at least 44.800 EUR. Depending on qualifications and experience, we can also offer more!