Service & Support Engineer (m/f/d)

YOUR RESPONSIBILITIES

• You manage and take full ownership of Customer Service cases, providing first- and second-level support to internal and external customers via hotline, remote sessions, and on-site troubleshooting.
• You reproduce technical issues in the service lab, coordinate repair or replacement of customer hardware, and perform debugging and problem resolution at customer sites when required.
• You deliver and execute commissioning and product training for Riedel solutions, directly consulting with customers, system integrators, consultants, and internal stakeholders to ensure successful system delivery.
• You participate in the 24/7 Service Level Agreement hotline during local business hours and contribute to compensated on-call weekend support.
• You collaborate closely with global Support, Pre-Sales, Sales, Product Management, and R&D teams across regions to ensure seamless customer experience and solution alignment.