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As Service Engineer MicroCT (m/w/d) – Second level you will be the primary contact for our global first line engineers to solve complex MicroCT related technical cases both remote and on-site.

• Provide both on customer site (30%) and remote (70%) technical support towards first line engineers (globally)
• Perform and assist with in-house (factory) repairs
• Train first level engineers during in-house training sessions
• Write and keep up-to-date of service procedures and manuals
• Provide factory testing support and analysis for new and current products
• Follow up of incoming second line support tickets
• Perform root cause analysis for technical issues
• Communicate with service requesters and customers in a professional manner
• Escalates issue to Service mgmt. and ensure these come to a resolution within agreed SLAs.
• To communicate and work with software / hardware development teams
• You will be the technical case owner. You will provide high quality support to internal and external customers, by focusing on technical aspects within our MicroCT department. You are the reference for all technical/technological questions and solve (online/remotely) 90% of the cases with the technical support team. To cases you can’t solve, you will decide on follow-up approach/solution.
• You ensure a constant and accurate exchange of technical information for all stakeholders involved.
• Review and approve escalations towards R&D
• If necessary having contact with customers and being able to solve things by phone is part of your tasks, as well as persuading customers to take on-site actions on your technical recommendation.

• At least 2-3 years experience in a similar role (field service engineer or maintenance engineer), having previously studied or gained working certification in mechanics, electronics or software
• Ability to technically asses situations and issues, and proactively advise on solutions
• Excellent interpersonal skills, customer service oriented
• Excellent verbal and written communication skills and the ability to convey complex information and procedures to novice level users
• Demonstrated track record and passion for understanding and addressing customer needs
• Strong analytical and problem-solving skills
• Must possess the ability to work independently to resolve reported or discovered product issues
• Highly organized and detail oriented