32 - 40h | Beuningen, Netherlands

For our Laser Dicing & Grooving product center in Beuningen we are hiring a 3rd Line Customer Support Engineer. In this role, you are responsible for efficiently solving complex and specialized technical issues of machines in the field. As 3rd Line Customer Support Engineer, you decide if the issue is followed up directly or further escalated to the fire brigade (experts from System Engineering and Software Development departments).

You advise and guide 2nd Line Customer Support colleagues, who are mostly at customer sites and in direct contact with the customer. 3rd Line communicates only directly with customers when 1st & 2nd Line can't resolve the issue. The role involves solving challenging issues under significant pressure, as machines are sometimes down for a while before 3rd Line Customer Support is asked for help.

Key Responsibilites:

• Determine if 3rd Line support tasks are handled directly or need to be forwarded to a team of specialists from System or Software Engineering.
• Conduct thorough issue analysis based on problem reports and log file data, advise service engineers in the field what further tests are needed and how to solve an issue.
• Analyse technical queries deeply, conduct root cause analysis, contribute to complete e.g. 8D reports and keep customers informed.
• Participate in MS Teams calls with 2nd Line teams worldwide to learn about new issues which require support, exchange information about open issues and educate field service engineers about latest functions and functionalities prior to their introduction in the field.
• Introduce new software releases and ensure service-related considerations.
• Generate machine performance overviews, generate error pareto charts and identify top errors causing downtime, advice corrective actions.
• Develop instructions and Service Bulletins, review manuals.
• Review work instructions for upgrades and improvements to be rolled out in the field.
• Initiate structural solutions for on-site problems to achieve product improvement in design and assembly.