Senior Field Service Technician

Stellenbeschreibung:

Your Responsibilities

Remote and on‑site field support for different products (BESS, Battery Integrated Chargers, PowerCubes, High‑Power DC Chargers)
Visiting customer sites for support, repair and maintenance in the EMEA (mainly EU) region
Ensuring effective collaboration with internal teams and external partners or customers
Reporting field experiences and reporting to internal departments to improve product quality through designated systems
Further development of theoretical and practical knowledge through participation in training courses, seminars and trade fairs
Cooperating with different departments (Service, Warranty, Spare Parts, R&D, Product Management)

Completed studies in engineering, electrical engineering or a related field
Electrician qualification and certification is an advantage
Minimum 3 years of experience in e‑Mobility and BESS field with installation, operation, service and maintenance
Expertise in low‑voltage energy distribution and switchgear systems
Experience in measurements and analysis of 3‑phase AC and HV DC systems
Experience with energy management / measurement & IoT field devices
Experience with CAN, Modbus, ModbusTCP, OCPP, MQTT, TCP/IP and other IP‑based IT systems
Experience and knowledge of TT, TN‑C, TN‑S, TN‑C‑S earting systems
Experience with energy metering (CT and direct) and AC grid power analysis and smart‑metering
Expertise and knowledge of EU‑wide LVD standards is an advantage
Strong communication and technical consulting skills
Proactive and independent working style, strong customer focus, willingness to travel internationally
Class B driver's license – for driving a company car and willingness to travel internationally
Experience with air‑conditioning and cooling systems is an advantage, but not a must
Internal and external communication: English C1 level – German C1 level
Knowledge of Spanish and/or French language is a must

Your Responsibilities

Remote support for customers and colleagues (field service technicians and engineers)
Ensuring effective collaboration with internal teams and external partners or customers
Cooperating with customers and different departments (Service, Warranty, Logistics, Spare Parts, R&D, Product Management)
Receiving, logging and managing different types of requests: calls, password resets, email inquiries, etc.
Knowledge‑base utilization: diagnosis of cases tuned to the knowledge base of the specific solutions
Taking care of open issues, supporting L2 field Service and L3 and R&D team work
Ticket escalation: when problems cannot be solved under L1 support, they should be escalated to the next level (L2)
Customer communication: creating and providing simple client relations that will create awareness for the customers so that they can understand and be satisfied
Preparing and taking care of the status of quotes, invoices and materials for delivery, communicating with the Logistics department, preparing all the proper details and information for them
Reporting (weekly, monthly, quarterly) about tickets, issues and tasks

Participation in exciting projects in a future‑oriented industry
Flat hierarchies and short decision‑making processes
Flexible working hours between 7 AM and 7 PM with hybrid working mode (part‑time HomeOffice)

Communication skills: good interpersonal skills to communicate verbally and in writing to the customers
Basic software knowledge: familiarity with the software applications and some level of problem‑solving skills
Problem‑solving abilities: ability to recognize problems in a relatively short period of time and offer clear and easy solutions
Helpdesk tools: helpdesk experience with different software and operating a ticketing system
Customer service orientation: focus on factors that revolve around the provision of customer services and customer satisfaction

Completed studies in engineering, electrical engineering
Strong communication and technical consulting skills
Proactive and independent working style, strong customer focus
Class B driver’s license – for driving a company car and willingness to travel internationally
Internal and external communication: German and English C1 level – knowledge of Spanish and/or French and/or Italian language is an advantage, but not a must

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