Customer Support Engineer

Description:

Key responsibilities for this role include, but are not limited to:

· Provision of the technical support and guidance on all Company’s Products to customers globally through phone and online systems in a timely manner

· Maintain relationships with clients by providing support, information, guidance and reporting on pos-service

· Comply with all necessary safety procedures, as reflected in Company’s Policies and Procedures

· Work within ISO9001 equivalent quality Standards, and any other local regulation or company regulation

· Secure the remote supervision, monitoring, assistance, operational performance and fast resolution of the Company’s charger’s networks under The Company’s support and supervision

· Participate and innovate the best practices and processes on the Customer journey from the integration, acquisition, installation, commissioning and operational lifetime of his ownership of the Company’s solutions

· Identify product improvements and process improvements and report / communicate those through the internal process, keeping the supervision of their improvement until the equipment implementation

· Perform in-house or on-site repairs onto the products

· Reporting and assisting in creating technical documents

· Provide and receive training and support to the broader Customer Support team, End of Line Testing, Repairs and Engineering when needed

· Generate high quality reports and other documentation outputs from your work, on the field and outside the field, using the defined systems

· Maintain the relationships with external service partners, by guiding and monitoring them throughout their interventions on the Company’s products, with the auditing of their services and reports to secure the upmost quality and accuracy of their services and reports

· Work in alignment with subsequent scheduling provided on a weekly basis

· Participate in the development of software for new applications and product enhancements

· Work with engineering to define software requirements and take the lead on operational and technical projects

· Reviewing and debugging code

· Perform integration, validation and verification testing, by collaborating with internal teams and vendors to integrate, debug, fix and improve products, documenting development phases and monitor systems

· Ensure software is up to date with latest technologies

· Be part of the team and understand the complex electronics/software projects being developed ranging from the design of the system, Systems testing, Product Documentation, Manufacturing Documentation, Design reviews and Customers feedback

· Support the sales team with providing technical insights in communication with the Customer Support Manager