Field Applications Engineer, German Speaking

This is a fully remote position, open to applicants in Germany.

📋 Description

• Promptly and professionally respond to customer inquiries via calls, emails, or WhatsApp regarding charger issues or operational discrepancies.

• Ensure initial acknowledgment or response occurs within 1–2 working days upon receiving a customer query.

• Monitor each reported issue until successful resolution, keeping detailed records of cases within Microsoft Dynamics 365 (D365).

• Foster and maintain a strong, collaborative relationship with the Customer Service team to enhance service quality and customer satisfaction.

• Provide weekly updates and reports to your direct managers regarding outstanding issues and highlight the top issues you have successfully resolved.

• Define, maintain, and update Service Level Agreements (SLAs) with customers to ensure performance standards are not only met but exceeded.

• Oversee Warranty and Spare parts fulfillment, including spare parts inventory management and coordination with warehouse operations.

• Collaborate with third-party installation and service providers, as well as German Business Development Managers (BDMs) and the FAE team lead, to facilitate operations.

• Create and manage support cases in the D365 system, ensuring each case is resolved to completion.

• Prepare and present the weekly reports summary.

• Coordinate the shipping and logistics of spare parts in collaboration with the Operations team.

• Provide both pre-sales and post-sales technical support at customer sites, including environments utilizing low-voltage (LV) and high-voltage (HV) equipment.

• Assist customers during installation, commissioning, and troubleshooting of systems operating on 230V AC, 3-phase power, and other industrial power infrastructures.

• Conduct on-site evaluations while adhering to strict electrical safety protocols, ensuring safe practices around live systems.

⛳️ Requirements

• Professional and presentable appearance when representing the company or meeting customers on-site or in the office.

• Exceptional client-facing and internal communication skills, with the ability to cultivate strong working relationships across teams.

• Fluent in both German and English, with proficiency in written and spoken communication.

• A solid technical understanding of charger products and associated systems.

• Proficient in computer use, including SSH terminals, Anydesk, Teraterm/MobaX, updating software, and log reading.

• Formal training or certification in electrical safety (e.g., LV/HV Authorisation, 18th Edition, CP/NP competency, or equivalent industrial safety courses).

🏝️ Benefits

• A collaborative, international team situated in our Amstelveen office, with a robust presence across Europe and Asia.

• Opportunities for professional growth, learning, and development in the rapidly advancing EV sector.

• The chance to shape the future of electrification and contribute to a more sustainable world.