We are looking for a Dutch or German speaking Field Support Engineer Level 2 for our service operations related to the Smart Energy Solution Team.
As part of the Field Support Team, you will support customers and colleagues with diagnostics and troubleshooting related to our full range of energy storage inverters (PCS) and energy storage solutions with the certificate of handling up to 1500Vdc and 690Vac electrical circuits. You need to work with a 3rd party to handle higher voltage circuits when necessary. You will conduct remote diagnostics as the first step. Once diagnostics is completed you will order spare parts and book a field service trip, and finally complete the job on site and restore the product’s functionality. It can possibly be done remotely if it’s not a critical issue.
Our team manages both preventive and corrective maintenance. Our customers are professional clients (B2B). We go onsite to solve more complex issues when necessary, or to keep our own knowledge up to date. We also sometimes go onsite to meet or train our customers or service partners.
Level 2 engineers also support Level 1 Support reps when LV1 cannot solve the issue directly, and in turn we ourselves seek advice and support from Level 3 when needed.
Key Responsibilities:
- Handle service cases to closure in our case handling system.
- Give support to Level 1 when required.
- Escalate complicated issues to LV3.
- Remote, on-site diagnostics and service of products
- Remote or on-site troubleshooting.
- Create adequate repair instructions.
- Determination of required spare parts.
- Give support to LV1 service engineers.
- Test the product after service.
- Communicate the results to the customer.
- Occasionally conducting trainings for LV1, customers and service partners.
- Periodically handle onsite field service to keep own knowledge and skill up to date.
- Communication of identified product issues to Quality and Master Service Engineer.
- Educational degree in electrical maintenance, electro technical services, electrical engineering, or related majors
- Certified for service and maintenance in 690Vac and 1500Vdc electrical installations.
- Good understanding of networks and computers
- Good technical analytical and diagnostics skills
- Very good communication skills in English
- Experience with service processes
- Good general knowledge of MS Office
- Driver’s license Class B is considered a plus
- Experience from a similar remote support role or field service role
- Native / Fluent in Dutch or German. A second European language is considered a plus.
- Organized and able to work in a fast-paced environment with shifting priorities.
