Service Engineer - Cubes (Second Line Support)

• Provide technical support to global first-line engineers, both on customer sites (20%) and remotely (80%)
• Train first level engineers during in-house training sessions
• Write and keep service procedures and manuals up to date
• Provide factory testing support and analysis for new and current products
• Follow up on incoming second-line support tickets
• Perform root cause analysis for technical issues
• Communicate with service requesters and customers in a professional manner
• Escalate issue to Service Management and ensure ensure resolution within agreed SLAs
• Communicate and collaborate closely with software and hardware development teams
• Act as the technical case owner and provide high-quality support to internal and external customers within the GSM Imaging department
• Serve as a technical reference for complex technological questions and resolve the majority of cases remotely in cooperation with the technical support team
• Decide on appropriate follow-up actions for cases that cannot be resolved immediately
• Ensure accurate and consistent exchange of technical information among all stakeholders
• Review and approve technical escalations towards R&D
• When required, communicate directly with customers by phone and guide them through technical actions based on your recommendations

Do you have experience in X-ray?, Do you have a Bachelor’s degree?, * At least 2-3 years of experience in a similar role (e.g. Field Service Engineer or Maintenance Engineer)

• Technical education or certification in mechanics, electronics, software, or equivalent practical experience
• Ability to technically assess situations and proactively advise on solutions
• Strong interpersonal and customer-oriented skills
• Excellent verbal and written communication skills, with the ability to explain complex information to users with different levels of technical expertise
• Demonstrated interest in understanding and addressing customer needs
• Strong analytical and problem-solving skills
• Ability to work independently to resolve reported or discovered product issues
• Highly organized and detail-oriented
• Results-oriented and committed to delivering high-quality work
• Ability to multitask, work under pressure, and adapt in a fast-paced environment
• Strong knowledge of Windows operating systems
• Proficiency in Microsoft Office products including Outlook, Word, Excel and PowerPoint
• Basic understanding of X-ray imaging technology is an advantage, but not required
• Ability to identify and support the implementation of process improvements
• Professional Bachelor or equivalent experience in electronics, (electro)-mechanics, industrial engineering, computer science, biomedical engineering, or a related technical discipline
• Fluency in English is required; knowledge of Dutch and French is considered an advantage