Customer Service Engineer

Corvus Energy is a pioneering leader in the field of maritime energy storage solutions. With a commitment to innovation and sustainability, Corvus Energy has established itself as a key player in revolutionizing the maritime industry's transition towards cleaner and more efficient energy sources. As a global leader in marine battery systems, Corvus Energy continues to push boundaries, driving the adoption of green technologies and shaping the future of maritime transportation.

The position reports to the Customer Service Manager Europe, and the Customer Service Engineer is responsible for handling and supporting customer issues remotely from the Service Desk in Bergen.

Responsibilities:

• Develop and maintain needed skill sets and knowledge keeping up to date with the latest technology and products to expand department competency.
• Ensure Customer satisfaction with our products and services.
• Provide technical support to customers and Corvus field service personnel to troubleshoot and resolve issues with Customer installations during our manned office hours 08:00-16:00 (Time zone Norway, UTC+2) via telephone support and e-mail.
• Create and update Customer issue tickets as needed to provide up to date status on assigned cases.
• Download and analyze customer data for troubleshooting and monitoring purposes.
• Connect to remote systems to perform diagnostics, upgrade and configure software.
• Create RMAs and Sales Orders for returning and shipping parts to and from Customers.
• Escalate and manage resolution of issues that require engineering resources as needed.
• Create and maintain internal and customer-facing documentation to disseminate product information related to installation, operation, and diagnostics
• Participate in training of our Customer Service Engineers, Customers and Service Partners.
• Participate in creating and improving processes that allow Corvus to deliver products and services more efficiently to our customers.

KPI´s and Critical Success Factors:

• Utilization 80%+
• Electrical-mechanical and software skills
• Work efficiency
• Independent and self-governed
• Customer experience mind-set

Qualifications, education, and skills:

• Degree or Diploma in field of Electronics or Computer Technician or equivalent work experience.
• 5-10 years working experience with relevant positions.
• Proven troubleshooting and problem-solving skills applied to electrical-mechanical and software systems.
• Proven professional English skills, both verbal and in writing.
• Hands on experience installing and testing hardware and software in an industrial environment.
• Hands on mentality.
• Organized and good multitasking skills with the ability to manage workload and prioritize tasks.
• Digital native embracing modern software and digital tools
• Able to work independently with minimal supervision.
• Good communication and crisis management skills.
• Flexibility and willingness to travel and work internationally (up to 50 days per year)
• Representing Corvus Energy brand and values towards customers and partners