Technical Support Engineer
HITEC Power Protection, Netherlands

As the Technical Support Engineer you support the global service organization, through regional teams, with complex field issues. You do this by being a project leader, meaning that you analyse together with our Technical specialists complex field issues, drive root cause analyses and make RCA reports for our customers. After finding a solution, you will follow-up and write recommendation to prevent breakdowns based upon your analysis and launch field campaigns (e.g. service bulletins, customer information letters) to improve the quality of the UPS units in the installed base. You are part of the Customer Quality Support team, consisting of three other Technical Support Engineers and you will report to the Customer Quality Support Manager

Responsibilities

• You are responsible for analysing complex field issues, writing customer reports, recommendations and field campaigns to prevent future breakdowns.
• You are a project leader for a team of Technical Specialists: you set up a team, make sure everyone is onboard and make sure that progress is being made.
• You work according to fixed methods and procedures and within the Customer Quality Support frameworks.
• You conduct statistical analysis of breakdown data.
• You make root cause analyses for complex breakdowns.
• You breakdown a technical solution to something that is understandable for both internal and external stakeholders.
• You support the Technical Specialists when root cause analyses and field campaigns are required.
• You support the Warranty Specialist when an analysis of a warranty claim is required.
• You compile a breakdown database in the ERP system.

• You discuss technical problems, analyses and possible preventative solutions with the Technical Specialists.
• You proactively discuss the progress and quality of the work with the Customer Quality Support Manager.

• You discuss the design, suggestions for improvement and implementation with the relevant departments such as the Engineering department and the Regional Service departments.

Requirements

• At least a Bachelor degree in Electrical Engineering, Mechanical Engineering, or equivalent.
• You can speak, read and write English.
• You are analytical, have good communications skills and are able to guide technical discussion to solutions.
• You have affinity with continuous improvement/lean and are familiar with RCA (preferably with 8D, FMEA).
• You are familiar with rotating equipment (preferred).
• A flexible, service oriented mindset

Benefits

• Pension Plan
• Paid Time Off
• Training amp; Development

Job Rewards and Benefits