Client Services Engineer

Client Services Engineer - Hamburg

The client is re-imagining the warehousing & supply-chain industry, designing and developing advanced robotics systems to help companies solve operational inefficiencies in their warehouses. With in-house Mechanical, Electrical, Embedded, UI/UX, Software Development and Quality Assurance teams, the client ensures unquestioned quality of all our products.

Job Description:

o          Responsible for efficiently handling and resolving technical issues which have been passed on by the support team
o          Ensure timely and effective action as per decided work flow basis priority and severity for each ticket
o          Ensure maximum issues are resolved without L3/R&D involvement
o          Ensure adherence to committed SLAs for each reported issue.
o          Follow ticketing SOPs and ensure tickets are being generated for R&D with all relevant technical details
o          captured for every issue
o          Follow internal escalation matrix basis severity and resolution time
o          Ensure all relevant site-specific technical documentation as well documentation regarding new product lines/or features are accurately captured shared with Client Service team
o          Support Client Service Manager (CSM) in developing eminently capable and technically competent team of service engineers and technicians
o          Responsible for creating and monitoring software and hardware component wise reliability metrics for each installation
o          Should develop framework to predict potential/future failures and ensure requisite preventive measures are taken
o          Willingness to travel and working on extended hours on need basis
Candidate Requirements:
o          Diplomas / Graduate in Electronics / Computed Science / Mechanical / Mechatronics with 2-4 years experience
o          Strong HW troubleshooting skills with relevant experience.
o          Basic working understanding of Linux
o          Exposure into Scripting (Python / Shell) will be an advantage.
o          Excellent oral and written communication skills in German & English language

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Job Type:
Job Title:
Client Services Engineer
Germany - Hamburg

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