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Technical Support Engineer (EMEA)

Inseriert am: 05.03.2021



















Position:  Technical Support Engineer (EMEA)






Location:  Switzerland
Job Id:  217
# of Openings:  1
Field Applications Engineer (EMEA) Picarro is looking for a customer-facing Field Applications Engineer (FAE) to become a key member of our Energy Team in Europe. This individual will have a hands-on approach, a strong technical acuity and a willingness to drive customer satisfaction. This person will play a vital role in supporting post sales activity within major Utility companies. S/he will also interface with new customers to organize and carry out field demonstrations and field trials using Picarro’s flagship product, Surveyor, at customer sites.

Position reports to the Technical support manager in Europe and is located in Switzerland.
Roles and Responsibilities

  • Provide our natural gas utility customers on-site system setup, installation support and a dedicated 24/7/365 technical support.

  • Support Energy customers with their field organization and Surveyor deployments.

  • Support Sales with key accounts to develop a broad understanding of customer requirements and concerns and to work with Sales to position and adapt the capabilities of the Surveyor.

It is imperative that the FAE fully understand the system level capabilities of the Surveyor and is able to adapt the functionalities to the customer business case. The FAE will be the primary technical support champion for the customer as they move forward in the deployment of Surveyor. Key Responsibilities

  • Support Energy customers on Surveyor deployments

  • Respond to various Service Level (SL1 and SL2) requests and technical questions, fix technical issues remotely or onsite.

  • Ability to provide a comprehensive diagnose of the Surveyor system health remotely using systematic approach and thorough debugging abilities.

  • Fix technical issues (hardware and software) and organize timely replacement of parts.

  • 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

Desired Skills and Experience

  • 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 interfacing with Italian speaking customers

  • Good knowledge and understanding of system engineering process, engineering designs and control systems

  • Comfortable in dealing with complex, abstract or vague problems. Analytical skills to apprehend complex configurations with multiple failure causes.

  • Ability to travel to customer sites on short notice is required

  • Strong skills in organization, timely delivery and independence is a MUST

  • Self-starter that can work independently, make necessary decisions and follow through with action plans

  • Clean, detailed and clear documentation practitioner

  • Experience with connected objects, cloud computing, Software or hardware design and development

  • Ability to be a good listener, understanding customer questions and assist them in answering these items successfully.

  • Be proactive as a customer advocate, looking for and solving problems before they surface.

  • Ability to effectively communicate technical information to non-technical audiences. Excellent oral and written communication skills.

  • Results-oriented team player with a “make it happen” attitude and drive for success in a fast-paced environment. Ability and affinity to respond quickly.

  • Energetic, highly motivated, unmatched drive and strong ability to influence others

  • Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm

  • Proven ability to handle multiple projects and meet deadlines

  • Demonstrate the necessary skills to negotiate issues with peers, partners and customers using a Win/Win philosophy

Desired Language

  • English : excellent level written and oral - REQUIRED

  • Italian:: excellent level written and oral - REQUIRED

  • German : excellent level written and oral – Strong Asset

  • French : good level written and oral

Qualifications

  • Graduate / Post-Graduate in any engineering or science discipline (e.g. BE / BSc / MCA, etc.)

  • Minimum of 3-5 years of experience in a customer facing engineering support role.

  • Additional technical and professional credentials relating to the job requirement skills would be advantageous

  • Driver license

 
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