Service Engineer

We are looking for a German speaking Remote Support Engineer Level 2 for our service operations related to the Electric Vehicle Charging Solutions Team.

As part of the Remote Support Team, you will support customers and colleagues with diagnostics and troubleshooting related to our full range of EV Chargers. Once diagnostics is completed you will order spare parts and book field service technician, and finally remotely support the field service technician to complete the job and restore the product’s functionality. Our team manages both preventive and corrective maintenance. Most of our customers are professional clients (B2B), although we sometimes need to support the end clients too when required. Level 2 engineers also support Level 1 Support reps when LV1 cannot solve the issue directly, and in turn we ourselves seek advice and support from Level 3 when needed.

Key Responsibilities:

• Handle service cases to closure in our case handling system.
• Give support to Level 1 when required.
• Escalate complicated issues to LV3.
• Remote diagnostics and service of products
• Initiation of on-site interventions (to be done by service partner in the country/region).
  • Create adequate repair instructions.
  • Determination of required spare parts.
  • Request, and give support to, field service engineers.
  • Test the product after service.
  • Communicate the results to the customer.
• Occasionally conducting trainings for LV1, customers and service partners
• Occasionally onsite troubleshooting
• Periodically handle onsite field service to keep own knowledge and skill up to date.
• Communication of identified product issues to Quality and Master Service Engineer

Requirements

• Educational degree in electrical maintenance, electro technical services, electrical engineering, or related majors
• Certified for service and maintenance in electrical installations.
• Good understanding of networks and computers
• Good technical analytical and diagnostics skills
• Very good communication skills in English and German
• Experience with service processes
• Good general knowledge of MS Office
• Driver’s license Class B
• Experience from a similar remote support role or field service role
• Organized and able to work in a fast-paced environment with shifting priorities.