Product Support Specialist

Our Client is a leading global manufacturer specializing in automation technology in the area of electric automation with a focus on smart factory concepts and Industry 4.0.

Purpose / Mission

Responsible for pre-sales and post-sales technical inquiries for both internal and external customers. Main contact to Technical Support Head Quarter. Owned highest level of technical competence of selected product specialization and provide high quality remote technical consultancy. Responsible for failure identification and root cause analysis on technical complaint.

Key Accountabilities

• Respond to customers’ technical inquiries and ensure adherence to the agreed target setting.
• Provide remote support and technical consultation on company products to internal and external customers.
• Highest technical competence in working with company products and systems on selected product specialization.
• Dimensioning of company products.
• In-depth support software tools.
• Programming of the customer sample application.
• Module programming for the efficient processing program development in customer application.
• Coordinator for product compliance, product change and provide specific information requested by customer.
• Transferring of expert knowledge to internal and external company through training, application notes, demo products or other methods.
• Flexibility in working time.
• To carry out Product Support Engineer tasks when the team is unavailable.
• To perform any ad hoc tasks assigned by Line Manager from time to time.

Innovation and Change

• Failure identification, root cause analysis, identification of suitable measures, fault clearance, implementation of improvement measures of company products.
• Development, maintenance and execution of test and simulation in the company Experience Center.
• Provide feedback on the effectiveness of the shared service.
• To observe any potential process change opportunities.

Communication with internal and/or external Customers, Suppliers as well as Third Parties

• Working closely with shared services to answer customers' technical inquiries for specific products.
• Forwarding service jobs to Service Engineer when on-site service is necessary.
• Forwarding complex systems to Application Engineer when complex systems are requested.
• Case escalation to TSHQ if problem solving is not possible.

Educational Background

• Bachelor's Degree in Mechatronic or Electrical.
• Master's Degree in Mechatronic or Electrical, but not mandatory.
• Diploma can be considered based on work experience.

Professional Knowledge and Experiences

• Industrial Automation experience necessary.

Extended Knowledge and Experience:

• Customer service oriented.
• Good interpersonal and communication skills.
• Good spoken and written English.