Overview
Customer Support Engineer, Technical
Are you interested to join a cutting-edge company and collaborate with an innovative customer experience team? You will be part of global, inspiring and customer focused organization working with multi-disciplinary teams in customer support and services. We are working for all our business areas including medical, industrial and security in our regional business unit.
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Your role
As a Technical Customer Support Engineer, you will play a crucial role in ensuring our customers receive top-notch support and service. You will be responsible for conducting failure analysis and be part of team conducting root cause analysis on customer returns, both under warranty and out of warranty, and supporting product repairs. Your role as part of the team will involve providing technical support to customers remotely and occasionally onsite, ensuring their issues are resolved efficiently and effectively. Additionally, you will have the opportunity to collaborate with our product management and R&D teams, contributing valuable insights from customer support cases to help shape new product concepts.
Responsibilities
Conduct failure analysis for customer returns, including both warranty and out-of-warranty products.
Perform debugging and root cause analysis of system-level, electronic hardware, and control electronic hardware.
Analyze data with attention to detail and make logical and rational conclusions.
Support product repairs and provide technical assistance.
Interface with customers to provide remote and onsite technical support.
Collaborate with product management and R&D teams to contribute to new product concepts by sharing insights from customer support cases.
What we expect
The ideal candidate will have ‘can-do’ attitude, a university degree, preferably in electronics, and at least 2 years of experience working in an international company. You get inspired when you have opportunity to work in technical challenges with customer focus.
Essential Skills and Experience:
Hands-on experience with debugging and root cause analysis of electronic hardware.
Proactive, professional, and takes ownership of tasks.
Excellent communication and customer service skills.
University degree in electronics or a related field
Minimum of 2 years of experience in an international company.
Ability to work independently and as part of a team.
Willingness to travel for onsite support as needed
Familiarity with Oscilloscope & Logic Analyzer.
Ability to analyze data and make logical conclusions.
Basic understanding of product management.
Experience working in a customer-facing technical role.
Fluent in English (written and verbal communication), proficiency in Finnish is considered an advantage.
Desirable Skills:
Experience with recent FPGA design tools.
Digital and analog circuit design debugging experience.
Knowledge of quality management and ISO standards.
GB level 6 sigma knowledge
Hands-on experience with 8D or similar customer complaint processes.
Expected value of short- and long-term goals
1-4 months
Complete orientation per defined and agreed orientation plan
Get familiar with DT (key persons, processes, products), markets and applications
Conduct failure analysis and support repairs for customer returns with colleague support
4-12 months
Conduct thorough failure analyses and support repairs to minimize customer product downtime
Start to work in customer interface as part of the team
Continue to learn and deepen knowledge about DT products
Knowledge Sharing: Collaborate with internal teams to share insights and lessons learned from customer support cases, contributing to continuous improvement.
Enhance Customer Satisfaction: Quickly and effectively resolve customer issues, ensuring high levels of satisfaction and trust in our products and services.
12-24 months
Strengthen Customer Relationships: Provide exceptional technical support, both remotely and onsite, to build strong, lasting relationships with our customers.
Establish Best Practices: Develop and implement best practices for technical support and failure analysis to ensure consistent, high-quality service.
Expand Technical Expertise: Continuously enhance your technical skills and knowledge to stay ahead in the rapidly evolving field of x-ray camera technology.
Support Business Growth: Play a key role in supporting the growth and success of our EMEIA and Americas business unit by ensuring our customers receive the best possible customer experience by DT support and service.
Location
This position is based in Oulu, Finland, with close collaboration with our global teams. You will be reporting to the Director, Customer Services for EMEIA & Americas, Kalle Pikkujämsä.
Our offer
Opportunity to work with cutting-edge technology in a dynamic and international environment.
A chance to make a meaningful impact by contributing to better people’s health and safety
Collaborative and supportive work culture.
Opportunities for professional growth and development.
Competitive salary and benefits package.
More information
Please, feel free to contact us for more information. We are happy to provide you further information on Wednesday 15th January at 16:00 – 17.00 and on Monday 20th January at 09:00 – 10:00 Director, Customer Services for EMEIA and Americas, Kalle Pikkujämsä, +358 405431073.
If this role interests you, we recommend applying right away, as we will start interviews during the application period. Please submit your application, including your CV and salary expectation, by 26th January 2024.
Source: Job Market Finland’s customer information system
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