Tech Support and customer Complaints Engineer

תיאור משרה

We’re seeking a hands on Field Support & Customer Complaints Engineer to serve as the technical front line for EMEA customers
• Diagnosing complex motion system issues
• Driving rapid resolution and closing the loop with robust corrective and preventive actions.
• Manage complaints end to end (from intake through root cause analysis and CAPA)
• provide on site and remote support
• Closely collaboration with Engineering, Quality, Operations, Planning, Purchasing, Project Management, and R&D to protect customer uptime and product performance.
• Customer technical support (EMEA): Provide Tier?2/3 remote and on?site support for motion systems (mechanical, electrical, controls), including installation assistance, commissioning, optimization, and troubleshooting.
• Complaint and Service Calls management: Own the full lifecycle of customer complaints and escalations—intake, triage, replication, root?cause analysis (e.g., 5?Whys, Fishbone, 8D), corrective actions, preventive actions, and formal closure with clear documentation.
• Field diagnostics & failure analysis: Collect logs, waveforms, and measurements; analyze mechanical assemblies, drivers/controllers, cabling, and environmental factors to isolate issues; recommend fixes, field updates, or design/process changes.
• On?site interventions: Plan and execute field visits across EMEA to stabilize systems, perform repairs/replacements (RMA coordination), apply firmware/parameter updates, and validate effectiveness.
• Quality collaboration: Work with Quality to initiate NCRs/CAPAs, verify containment, and track systemic improvements back into production and service knowledge bases.
• Cross?functional alignment: Coordinate with R&D, Project Managers, Operations, Planning, and Purchasing to ensure parts availability, ECO changes, and sustainable resolutions reflected in manuals, procedures, and training. [JD Service Eng | Word]
• Knowledge assets: Create and maintain troubleshooting guides, service bulletins, and FAQs; deliver training to distributors and key customers.
• Voice of Customer: Aggregate field insights to influence product reliability, usability, and serviceability; contribute data to reliability reviews and design FMEAs.
• Tools & systems: Keep accurate case records in CRM/ticketing systems; maintain test rigs, jigs, and diagnostic tooling required for field validation.
• Safety & compliance: Adhere to company and customer safety standards; ensure