Support Engineer PC / Software

Your role and responsibilities

In this role, you will have the opportunity to provide technical assistance to external customers and ensure timely and cost-effective support in accordance with guidelines. Each day, you will be the first and consistent point of contact to provide effective solutions to customers facing technical problems related to the industrial application software layer of the delivered solution, from the incoming call to the final closing and reporting. You will be mainly accountable for: • Troubleshoot potential software bugs and logic failures and proactively take appropriate actions to offset/prevent problems and inform internal partners; • Deliver outstanding and professional service, remotely or on-site, in key categories, e.g. planned maintenance, repairs, extensions, upgrades and retrofits, end-of-life services and replacements; • Provide assistance for commissioning activities (i.e. final editing of as-built project files, editing and testing of procedures) and for conducting testing and verification activities for new projects; • Provide sales support for change request based on knowledge of customers: specifications, prices, eventually planning; • One week a month be available round the clock as first-line support for clients with any problems (via phone, modem connection and/or on the spot intervention); • Suggest product and process improvements to enhance operations and customer service.

Qualifications for the role

• Troubleshoot potential software bugs and logic failures and proactively take appropriate actions to offset/prevent problems and inform internal partners;
• Deliver outstanding and professional service, remotely or on-site, in key categories, e.g. planned maintenance, repairs, extensions, upgrades and retrofits, end-of-life services and replacements;
• Provide assistance for commissioning activities (i.e. final editing of as-built project files, editing and testing of procedures) and for conducting testing and verification activities for new projects;
• Provide sales support for change request based on knowledge of customers: specifications, prices, eventually planning;
• One week a month be available round the clock as first-line support for clients with any problems (via phone, modem connection and/or on the spot intervention);
• Suggest product and process improvements to enhance operations and customer service.