Service Support Engineer

Quick Facts

• Role: Service Support Engineer (Helpdesk)

Description

You provide customer support during the usage phase by receiving, documenting, and handling customer requests through 1st-level support. You coordinate 2nd-level support, analyze and resolve complex technical inquiries with specialist departments, and perform remote maintenance. You also support service operations with reporting, field-data analysis, training material creation, and customer trainings.

Responsibilities

• Support customers during the usage phase

• Capture and document customer requests in 1st-level support

• Coordinate 2nd-level support and ensure required resources

• Analyze and solve complex technical requests with specialist departments

• Plan and conduct remote maintenance

• Create and evaluate damage/fault statistics

• Perform field data analysis and create training materials

• Conduct customer trainings related to service support

• Coordinate delivery dates with the customer

• Represent the hotline within project teams

• Participate in phone on-call after intensive onboarding

Requirements

• Completed vocational training plus further education as a state-certified technician or a completed technical degree

• Several years of professional experience, ideally in 1st- and 2nd-level support

• Broad technical knowledge

• Strong customer orientation

• Very good German and English skills in speaking and writing

• High personal commitment

• Willingness to independently and systematically onboard into new tasks

• Confident use of MS Office applications and SAP

• Willingness to travel

Benefits

• Professional and personal development opportunities

• Flexible working hours

• Internal training programs

• Company health management