For our Laser Dicing & Grooving product center in Beuningen (Nijmegen area) we are hiring a 3rd line customer support engineer. This engineer plays an important role in coordinating solving the most complex service requests and a key rol in the introduction of new technology.
When hardware or software issues in our Laser Dicing and Grooving installed base, which can neither be solved by 1st line local service nor 2nd line service are escalated to the product center in the NL. The 3rd Line support engineer decides if the issue is followed up within NL service or further escalated to the fire brigade (experts from system engineering and software development departments). He/she coordinates the 3rd line activities by working closely together with System- & Software-Engineering, R&D team as well as Process Development on one side and the service teams in the field as well as the customers on the other side. In this context he/she participates in regular service VCs between local service managers and 2nd line Service, located at our headquarters in Singapore, to stay connected to what happens in the field. If necessary, the 3rd Line Support Engineer conducts an in-depth analysis of the problem and provides advice on how to find a solution. The 3rd Line support engineer helps introducing the SW releases to the service colleagues in the field explaining new features and the changes made.
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