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.
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
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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Client Services Engineer
Germany - Hamburg