Technical Support Level 3 (m/f/d) Customer Support

Overview

Provide Tier 3 technical support for hardware/software, resolve issues and manage escalations.

Key Responsibilities

• incident management
• technical support
• troubleshooting
• documentation
• escalations
• customer inquiries

Tasks

-Manage incidents, product defects, software license and case escalations -Actively provide input to process improvements and support the development of new processes -Provide technical support, basic guidance, extended troubleshooting and solutions or answers as listed in the guidelines -Maintain detailed notes and documentation for each support incident and customer related information in the ticketing system -Closely cooperate with the other support level teams to ensure an excellent Customer Experience along the Support Chain -Escalate internally, when necessary, to other departments (Level 4 Engineering, Product Management, Engineering or Account Management) -Research, diagnose, and troubleshoot solutions to resolve system issues -Take lead on escalated customer related issues or small projects derived from that cases -Respond to both internal and external customer inquiries related to the organization’s hardware and software products

Requirements

• engineering degree
• apprenticeship
• process management
• project management
• aec experience
• service mindset

What You Bring

-Strong communications skills -Demonstrate strong organizational business process flow knowledge -Process management (reengineering) and project management knowledge -Experience supporting the AEC (Architecture, Engineering, and Construction) sector or a background in surveying would be considered desirable. -Demonstrated work experience in a technical service-oriented organization -Fluent in English -Technical background (apprenticeship and further education is a must; university degree in engineering is highly preferred) -Strong service-oriented mindset

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Benefits

-Flexible working 37,5 hours per week -25 days paid vacation leave + Public Holidays -Pension scheme with Employer contribution -Free drinks (Coffee/Tea) -Opportunities to work from home

About Faro Technologies

-Pioneered portable 3D measurement technology. -Flagship FaroArm and laser tracker systems revolutionized inspection, reverse engineering, and quality control. -Expanded into construction documentation and public-safety scene reconstruction. -Headquartered in Lake Mary, FL, with global operations. -Serves automotive, aerospace, AEC, and law-enforcement clients. -Projects include factory floor inspections, documenting historic architecture, and crime-scene analysis. -Laser trackers offer superior accuracy over large volumes compared to traditional total-stations. -Portable arms provide flexible, on-site measurement with ease compared to fixed CMMs. -Continues bridging the digital and physical world for real-time measurement capabilities.

Sector Specialisms