Field service engineer - EMEA H/F

Sebia; Paris; On-site; EUR 45,000 - 65,000; Full time

Job summary

Sebia in Paris is seeking a Field Service Engineer to be the technical backbone for our channel partners in EMEA. The role focuses on training and providing 1.5 level support to partner FSEs and direct customers, ensuring proper use and troubleshooting of our products.

You will maintain strong partner relationships, ensure service quality and compliance, and work with the global technical support team. A strong technical background, problem-solving skills, and customer service dedication are

Qualifications

• Degree in Engineering, Electronics, or related field.
• Solid knowledge in computing and networks.
• Minimum of 2 years of relevant industry or technical support experience; field service or technical support experience preferred.
• Excellent communication and interpersonal skills in English; French/Arabic a plus.

Responsibilities

• Provide 1.5 level support to channel partner FSE teams or direct customers for complex issues.
• Intervene on the field for repairs, maintenance or installations.
• Document, track, and monitor cases daily per complaint process.
• Collaborate with regional and global support teams; escalate when needed to ensure timely solutions.
• Document and communicate common issues and solutions to improve support processes.
• Conduct training sessions for channel partner FSE teams and customers.
• Plan and handle maintenance and repair of inhouse equipment and accessories; ensure stock and spare parts accuracy.

Skills

Strong technical knowledge

Problem-solving

English proficiency

Networking basics

Education

Engineering/Electronics degree

Job description

The Field Service Engineer (FSE) leverages their expertise in the company's technology to be the technical backbone for our channel partners in EMEA. The successful candidate will be responsible for training and providing 1.5 level support to channel partner FSE teams, ensuring the effective use and troubleshooting of our products. This role involves maintaining strong relationships with channel partners, ensuring the quality and compliance of the services provided, and collaborating closely with the global technical support team. This position requires a strong technical background, excellent problem-solving skills, and a dedication to customer service.

Key Responsibilities:

Technical Support and Troubleshooting:

• Provide 1.5 level support to channel partner FSE teams or direct customers, addressing complex technical issues that require advanced knowledge.
• Intervene on the field when necessary to handle complex repairs, maintenance or installations.
• Document, track, and monitor cases daily to ensure compliance and timely resolutions, maintaining highly accurate records in line with the company’s complaint process.
• Collaborate with the regional and global technical support teams to resolve issues and escalating to the global team as needed to ensure timely solutions.
• Document and communicate common issues and solutions to improve overall support processes.

Training and Development:

• Conduct comprehensive training sessions for channel partner FSE teams or direct customers on product features, usage, and troubleshooting.
• Independently organize, provide, and follow-up training activities.
• Plan and handle maintenance and repair of inhouse equipment and accessories, ensure stock and spare part accuracy and handle material return and relocation.
• Participate in the development and update of training materials, including manuals, guides, and online resources.
• Evaluate the effectiveness of training programs and make improvements as needed.

Channel Partner Management and Customer Engagement:

• Act as a liaison between the company and channel partner FSE teams, ensuring clear communication and strong relationships.
• Establish and maintain strong relationships with channel partners and follow-up to ensure the quality and compliance of the services provided.
• Gather information and follow-up regarding installations, spare part, tool and maintenance kit stocks in accordance with the Distributorship agreement.
• Gather feedback from channel partner FSE teams to identify areas for product improvement and development.
• Participate in customer visits as needed to support channel partner FSE teams.

Product Expertise:

• Maintain a deep understanding of our products, including new features and updates.
• Stay current with industry trends and advancements to provide informed support and training.

Qualifications:

• Degree in Engineering, Electronics, or related field.
• Solid knowledge in computing and networks.
• Minimum of 2 years of relevant industry or technical support experience. Previous experience in a field service or technical support role is preferred.
• Strong technical knowledge and problem-solving skills.
• Excellent communication and interpersonal skills in English, other languages (French, Arabic) is a plus.