Field Services Engineer

About the Company

Our client is a B2B high-tech Company, specializing in complex and reliable photonics assembly and testing solutions. From prototyping to mass manufacturing, they support their customers’ entire production lifecycle thanks to a dedicated workforce and a commitment to continuous innovation.

About the Role

To strengthen their Service team, we are searching for highly motivated individuals with a strong affinity for technology development. After an initial extensive training period at our client’s HQ in Germany, you will join the US Service team, and you will be an essential part of the Customer Success Structure - responsible for creating long-term customer satisfaction. You will support customers with SATs (Site Acceptance Tests), remote and onsite support. You will provide recommendations and installation for upgrades, work on spare parts requests, training, and other post sales activities.

Responsibilities

• Performing Remote-Support sessions and advising customers who have technical and application specific requests
• Locating faults in machines, and performing service and maintenance tasks at customer sites
• Adapting/expanding machine processes
• Commissioning of machines at customer sites
• Creating quotations for services, machine upgrades and spare parts
• Handling of hardware warranty claims
• Planning and executing service calls and machine upgrades
• Creating customer success through timely and competent service experiences
• Identifying and pursuing opportunities to sell new service contracts, renew existing contracts, sell machine upgrades and training

Qualifications

• BSc degree in Engineering, or a similar qualification

Required Skills

• Knowledge of electrical and mechanical engineering and a hands-on attitude
• Strong interpersonal skills and problem-solving abilities
• Great communication skills (active listening, great communicator in verbal and written interactions)
• High attention to detail, organized and proactive, with a customer-focused mindset
• Self-motivated and driven by a desire to create customer success
• Team player, but also able to work independently and to think on his/her feet while on site with customers
• Ability to read schematics/drawings and troubleshoot complex machines
• Good knowledge in the use of programming languages, especially in the use of development environments (e.g. Labview or Visual Basic) is a plus
• Willingness to travel up to 25% of work time in USA
• Visa sponsorship is not available for this position, and applicants must be currently authorized to work in the United States on a full-time basis

Equal Opportunity Statement

Our client is committed to diversity and inclusivity.