About this role
Main Tasks
• Responsible customer service support representative at the end customer • Selects from alternative service scenarios such as replace components, complex repairs and maintenance work on optical systems, the appropriate solution and perform these scenarios according to internal work instructions • Advises and supports customers in service and install issues • Process field service request by mail, phone or on site • Develops draft solutions, supports the development, evaluates and tests new service strategies • Documentation of service operations and assessment to drive needed changes for quality assurance • Defines training content, creating documents and conducting training • Responsible for the interface between German Factory, local support team & management and end customer and as a contact communication with these organizations • Transfer learnings and BKMs between customer and HQ Apps Dev team • Additional duties may be assigned as required by manager
Requirements Education
• Bachelor’s degree in Engineering, Optics or Mechatronics is preferred, Experience
• Minimum 5 years of industry experience in the area of optics or mechatronics. • Technical experience working in the semiconductor industry • Experience working within the optics industry is preferred. Other skills
• High customer orientation with special engagement and flexibility in regard to service hours • Ability to read and understand electrical or mechanical engineering documentation and schematics Team player and excellent communication skills cross functions and region • May periodically be required to travel internationally • Good manner of English in reading, writing and speaking • Single-handed work ability, strong hands-on mentality and the ability to assert oneself. • Experienced with Windows operating environments and word processing and or email applications as well as with databases or CRM systems.
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