Regional Technical Support Electrical Automation

Summary of job contents

 This position is responsible for higher level technical support in electrical automation by:

• Supporting our Sales Organization and customers in solving technical problems with a primary focus on Electrical Automation;
• Investigating and evaluating problems, developing solution proposals involving the use of components and systems in various applications in the field of Electrical Automation;
• Preparing and executing of trainings in collaboration with the development, product management and sales departments, as well as with the Festo (inter)national companies and customers; and
• Providing on-site support for commissioning and troubleshooting at customer locations.  

Key accountabilities

• Troubleshooting: 2nd Level support fix support cases which couldn’t be solved by national company and therefore the case is escalated to 2nd level.
• Help to select and size the right product in challenging applications
• Finding a quick solution for the customers and suggesting actions to avoid dissatisfied customers and secure further business
• Ensure daily support and consulting to 1st level support colleagues and frequently to customers directly 
• Transferring of expert knowledge to Festo colleagues continuously 
• Continuous close correspondents with Technical Support HQ and Regional support teams
• Regularly give feedback from the market to R&D, Product Management and sales in a close partnership to ensure the quick implementation of internal process and product improvement initiatives.
•  Ensures a high value/benefit of the on-site service towards the customer occasionally 
• Create regularly self-service tools for to avoid support cases customers (e.g. App. Notes, video tutorials…)
• Good didactic and communication skills, social and intercultural competence
• Ensures a positive and professional behaviour towards the customer
• Failure identification, root cause analysis, identification of suitable measures, fault clearance, implementation of improvement measures on Festo products, systems and processes
• Willingness to pursue continuous further training especially self-driven.
•  Willingness to travel and accept temporary assignments abroad
• Participates in special projects and other duties, as required
• Flexibility in working times to support customers and colleagues worldwide
•  Prepares and delivers technical training material for 1st Level Support 
• Remains in close partnership with Product Management, Sales departments, development globally, to ensure the quick implementation of internal process and product improvement initiatives. 
• Specializes in specific product range as Subject Matter Expert and supports the team in those areas
• Mentors junior and regular agents 

Knowledge and Experience

• BS degree in mechatronics or electrical engineering, or comparable qualifications
• Strong skills and experience with electrical drives & motors, motion control systems, fieldbus technology (EtherNet/IP), PLC programming (RSLogix, CODESYS)
• Knowledge of products and applications in the field of Electrical Automation
• Minimum 5 years of professional experience as a systems integrator, technical support engineer or similar tasks 
• Well-developed problem-solving competence, as well as customer and team orientation. Decides self dependently about suggestions of suitable solutions for problem solving 
• Good command of written and spoken English – further foreign languages are advantageous
   

Benefits

Festo Corporation offers a robust benefits package, which is designed to help employees and their dependents stay healthy, feel secure and maintain a work/life balance. This is just one way we strive to provide employees with a rewarding workplace. As an effort to keep pace with healthcare trends, Festo Corporation is committed to providing a comprehensive benefits package to its employees which includes...Medical, Dental, Vision, Flexible Spending Programs, Short-term and Long-term disability, 401k, Pet Insurance, Paid Holidays, Paid time off, Educational assistance and many more.

Festo is an equal opportunity employer.  We believe that the best way to attract and retain a diverse workforce is to encourage a culture of inclusion within our organization.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.