Senior Customer Support Engineer (m/f/d)
Agile Robots SE · Munich, Bavaria, Germany
Automation Machinery Manufacturing · 1,001-5,000 employees
About the role
Provide technical support for robotic products by troubleshooting issues, conducting onsite visits, and collaborating with engineering teams. Maintain positive customer relationships while documenting resolutions and contributing to product improvement through feedback.
What they look for
Requirements
Requires a bachelor's degree in Robotics, Mechanical, or Electrical Engineering, or a state-certified technician qualification with at least 4 years of experience. Candidates must be fluent in German and English and possess strong troubleshooting skills in robotics and automation.
Benefits
Full description
As a Senior Customer Support Engineer (m/f/d), you will play a crucial role in ensuring our clients' satisfaction and success by providing technical support for the Agile Group's robotic products, specifically those of our subsidiary, Franka Robotics GmbH. You will work closely with our customers to address their inquiries, troubleshoot technical issues, and deliver solutions that exceed their expectations. This role requires a strong technical background, excellent communication skills, and a passion for providing exceptional customer service.
Technical Support:
- Provide timely and effective technical assistance to customers experiencing issues with robotic products of the Agile Group
- Collaborate with the engineering team to understand and resolve complex technical problems
- Utilize remote support tools to diagnose and troubleshoot robotic systems
- Providing Onsite-Support for dedicated cases and customers
- Stakeholder-Activities for key customers and strategic partners
Customer Communication:
- Communicate with customers via phone, email, and chat to understand their needs and challenges
- Clearly and concisely convey technical information to both technical and non-technical users
- Maintain positive relationships with customers by ensuring a high level of customer satisfaction
Issue Resolution:
- Investigate and analyze reported issues, identify root causes, and implement solutions
- Document troubleshooting steps and resolutions for future reference
- Escalate unresolved issues to the appropriate internal teams for further investigation
Product Knowledge:
- Stay up-to-date on the latest features and updates to our robotic products
- Provide product training to customers to enhance their understanding and usage of our robotic solutions
Feedback and Improvement:
- Collect customer feedback and share insights with the product development team for continuous improvement
- Contribute to the creation of support documentation, FAQs, and knowledge-base articles
- Constant improvement of support processes, systems, tools, and services through analysis and feedback
- Support in the introduction and optimization of a global support team
Your Profile
- Bachelor's degree in Robotics, Mechanical Engineering, Electrical Engineering, or a state-certified technician in one of these fields with at least 4 years of professional experience
- Proven experience in a customer support or technical support role, preferably in the robotics or automation industry
- Familiarity with robotic systems, programming languages (e.g., ROS), and automation technologies
- Strong troubleshooting and problem-solving skills
- Excellent communication and interpersonal skills
- Ability to work independently and collaboratively in a dynamic and fast-paced environment
- Fluent in German and English
- Class B driver’s license / internationally valid driver’s license
What we offer
• A dynamic high-tech company, combined with financial soundness and world-class investors.
• Join an interdisciplinary, international team with 60+ different nationalities in a collaborative work environment.
• Lots of development opportunities as we continue to grow.
• Challenging tasks and impactful projects alongside experts that enable professional and personal growth.
• Corporate Benefits Program covering health, mobility, and learning for 100€ net per month.
• Modern office facilities with a rooftop terrace overlooking Munich, free drinks & fruits, and regular company events contribute to a good working environment
About us
Agile Robots SE is an international high-tech company based in Munich, Germany with a production site in Kaufbeuren and more than 2300 employees worldwide. Our mission is to bridge the gap between artificial intelligence and robotics by developing systems that combine state-of-the-art force-moment-sensing and world-leading image-processing technology. This unique combination of technologies allows us to provide user-friendly and affordable robotic solutions that enable intelligent precision assembly.
This is made possible by our employees, who bring out the best in each and every day with creativity and enthusiasm. Become part of this team and shape the future of robotics with us!
We are proud of our diversity and welcome your application regardless of gender and sexual identity, nationality, ethnicity, religion, age, or disability.
