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Ergreife deine Chance als Field Application/Technical Support Engineer - Energy bei Picarro in Home Office – Bewirb dich jetzt!
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Picarro
Home Office
Stellenausschreibung
Position Title: Field Application / Technical Support Engineer
Location: Switzerland
Job Term: (Full-Time) remote
The Opportunity:
Picarro is looking for a customer-facing Field Application (FAE)/Technical support Engineer (TSE) to become a key member of our Energy Team and contribute to the development in Europe, especially Germany or Switzerland .
She or he will have a hands-on approach, a strong technical acuity, and a willingness to drive customer satisfaction. This person will be responsible for providing technical support, reparation, and maintenance on equipment, answering customers’ requirements and issues, and supporting post sales activity within major utility companies. She/he will also interface with new customers to organize and carry out field demonstrations and field trials using Picarro’s flagship products at customer sites.
Roles and Responsibilities
The Picarro FAE team services our natural gas utility customers providing high quality customer support both on-site and remotely, on-site system set-up/fixing, installation support and dedicated technical support. The FAE will be the primary technical support champion for EMEA office based in Geneva/Switzerland (near German border)) and the customer.
The primary responsibilities of the FAE are to provide technical support and support Picarro customers with their field organization. The FAE supports customers installed based and develops a broad understanding of customer requirements and concerns, positions and adapts the capabilities of Picarro’s Natural Gas Asset Management solutions. The candidate will be trained to acquire a comprehensive understanding of the system technology and the ability to adapt the functionalities to the customer business case.
Key Responsibilities
Location: Switzerland
Job Term: (Full-Time) remote
The Opportunity:
Picarro is looking for a customer-facing Field Application (FAE)/Technical support Engineer (TSE) to become a key member of our Energy Team and contribute to the development in Europe, especially Germany or Switzerland .
She or he will have a hands-on approach, a strong technical acuity, and a willingness to drive customer satisfaction. This person will be responsible for providing technical support, reparation, and maintenance on equipment, answering customers’ requirements and issues, and supporting post sales activity within major utility companies. She/he will also interface with new customers to organize and carry out field demonstrations and field trials using Picarro’s flagship products at customer sites.
Roles and Responsibilities
The Picarro FAE team services our natural gas utility customers providing high quality customer support both on-site and remotely, on-site system set-up/fixing, installation support and dedicated technical support. The FAE will be the primary technical support champion for EMEA office based in Geneva/Switzerland (near German border)) and the customer.
The primary responsibilities of the FAE are to provide technical support and support Picarro customers with their field organization. The FAE supports customers installed based and develops a broad understanding of customer requirements and concerns, positions and adapts the capabilities of Picarro’s Natural Gas Asset Management solutions. The candidate will be trained to acquire a comprehensive understanding of the system technology and the ability to adapt the functionalities to the customer business case.
Key Responsibilities
- Responsible for the installation and testing of the Picarro system for enterprise customers on system deployments.
- Respond to technical support requests and technical questions, fix technical issues remotely or onsite.
- Provide a comprehensive diagnose of the system through remote diagnosis and debugging.
- Fix technical issues (hardware and software) and organize timely replacement of parts.
- Co-Manage spare inventory with logistics Specialist.
- Support on-site customer projects, operating Picarro systems.
- Address field questions and respond appropriately by providing detailed technical answers along with technical documentation as required.
- Log Customer issues and track resolutions.
- Perform Quality control of operations and ensure process and procedures are maintained.
- Develop strong customer relationships with key accounts.
- Create data deliverables (reports, dashboards) for customer applications.
- Upon circumstances, customer support might be required during evenings (2pm – 10pm)
- Prepare technical documentation and procedures.
- Provide training and documentation for Support Level 1 and Support Level 2.
- Manage the periodic maintenance of the Picarro systems.
Qualifications:
- Graduate / post-graduate in engineering or science discipline (e.g. BE / BSc / MCA, etc.)
- Experience in a customer facing technical support role
- Additional technical and professional credentials relating to the job requirement skills are advantageous.
- Driving license
Desired Skills and Experience
Field applications engineers need a wide range of skills and a solid technical base. Because field application engineers provide technical support, they must be able to summarize and communicate issues in a synthetic manner and share them at various levels of the organization. They also must be familiar with technical product specifications and be able to point out the specific technical merits of our solution. Customer relationship skills are critically important in this role. Because customers want to be assured that the technology is reliable, the field applications engineer must be able to back up technical claims.
Field applications engineers need a wide range of skills and a solid technical base. Because field application engineers provide technical support, they must be able to summarize and communicate issues in a synthetic manner and share them at various levels of the organization. They also must be familiar with technical product specifications and be able to point out the specific technical merits of our solution. Customer relationship skills are critically important in this role. Because customers want to be assured that the technology is reliable, the field applications engineer must be able to back up technical claims.
- Field experience or hands-on practice or knowledge of multi-disciplinary system design and development (systems such as electrical, electronics, computerized, mechanical, optical or a combination of these)
- Experience working in a customer facing role.
- Good knowledge and understanding of system engineering process, engineering designs and control systems.
- The ability to travel frequently to customer sites (UK and/or abroad) on short notice is required.
- Comfortable in dealing with complex, abstract, or vague problems. Analytical skills to apprehend complex configurations with multiple failure causes.
- Strong skills in organization, timely delivery and independence are required.
- Clean, detailed, and cl
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