Field Support Technician

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

📋 Description

• Perform on-site troubleshooting of Quantum Systems products at customer locations across Europe, utilizing best practices, manuals, and knowledge bases.

• Execute on-site repair and rework tasks for Quantum Systems products at customer sites throughout Europe, adhering to best practices and repair manuals.

• Maintain compliance with safety standards and operational guidelines during all service activities.

• Offer technical on-site support to the Quantum Systems training and demo team prior to and during their operations at customer locations across Europe.

• Independently plan and coordinate support and repair visits in collaboration with internal departments and the customer.

• Manage customer inquiries in Jira Service Management, ensuring structured documentation and collaboration with the Tier 2 support team to resolve issues at the customer's site sustainably.

• Deliver structured service reports following on-site visits to guarantee transparency and facilitate internal follow-up.

• Keep abreast of new features, components, and operational capabilities to continually enhance your technical expertise and support quality.

• Contribute to internal knowledge bases, create troubleshooting guides, and propose process improvements that boost efficiency and support quality.

• Provide organized field feedback to Product and R&D teams to assist with reliability improvements and future design enhancements.

• Assume responsibility for on-site customer complaints and escalations, driving resolution in partnership with internal teams and offering structured guidance to empower customers in self-directed repair and maintenance tasks.

⛳️ Requirements

• A degree or vocational training in electronics, mechatronics, aerospace, or a related field.

• Alternatively, equivalent practical experience in technical support, field service, or hands-on system troubleshooting.

• Strong analytical and problem-solving abilities with a focus on identifying root causes.

• High level of ownership and accountability when addressing customer issues and escalations.

• A structured and self-motivated approach to work, even in dynamic on-site environments.

• Proficient in working with technical documentation, diagnostics, and repair processes.

• Excellent customer-facing communication skills with the capacity to simplify complex technical information.

• Fluent in both English and German.

• Willingness to travel frequently throughout Europe.

• A passion for cutting-edge technologies such as drones, robotics, or aviation.

🏝️ Benefits

• Company pension scheme: We assist you in making provisions for your future.

• Flexible working hours: With trust-based hours, you are responsible for both your schedule and work-life balance.

• Mobile Work: When the office gets busy, you can work remotely one flexible day per week to maintain balance.

• Stay active: With EGYM Wellpass, you gain access to thousands of fitness and sports facilities — and we subsidize the membership.

• Bike-Leasing: We support your environmentally friendly and healthy mobility.

• Corporate Benefits: Access attractive offers and discounts from well-known suppliers and brands, such as Adidas, Apple, and Expedia.

• Employee events: We aim to grow together and celebrate our successes collaboratively.

• Lunch-Card: Enjoy a daily sponsored lunch budget to keep energized.

• Company Shuttle: Benefit from our convenient shuttle service that picks you up from Pasing in Munich and takes you to our location, with return trips after the workday.