Customer Support Engineer



Customer Service
Gdańsk, Poland
Posted on Thursday, June 27, 2024

Job Description

Job scope:

The customer support engineer provides customer support daily and is responsible for supporting current and new customers with detailed technical knowledge about our Battery Systems. In this role you will be the focal point to build detailed understanding of the product and maintain key customer aftermarket relationships. This role acts as the primary hands-on support link between product development, sales and the Global Service Operations team.

The role requires but is not limited to a close interaction with the Quality, Service & Aftermarket functions, Sustain function, Engineering functions and Business Area functions.

Key responsibilities

  • First line of technical support to customers for both HW, SW and application troubleshooting
  • Application support to customers based on use case, load profiles and grid set ups. Optimize customer usage of our Battery Systems
  • On boarding new customers and support knowledge transfer. Support FAT/SAT, on-site trainings and commissioning
  • Support key customers in successful VMS system deployments, with regular customer contact where required
  • Maintain a knowledge base of use cases, best practices, and troubleshooting methods
  • Review field data to understand product performance for customers and proactively raise and investigate issues for further Quality and Product team action
  • Support in maintaining the overall performance of the customer help desk boards for their product in conjunction with the Service Operations Manager
  • Escalate and ensure support coverage with the Global Operations responsible where needed for their product
  • Develop and maintain customer relationships with key customers and support them to access the broader Service Operations team
  • Ensure field learnings are shared with Quality and Product teams and key issues are escalated for immediate resolution
  • Support the broader Service Operations team to build knowledge on the product and develop customer relationships
  • Focal point for product support within the Customer Support team
  • Support to understand their customer service needs and assist in planning with the Service Operations responsible
  • Responsible for Aftermarket sales orders for spare parts, service kits and trainings to satisfy customer needs
  • Perform other tasks assigned by Manager

Accountability/ authorization:

  • Budget responsibility: No
  • Direct reports: No
  • Authorized to report any quality, environment or health and safety nonconformities, ideas, risks, and opportunities.