Software Field Service Engineer

Carel Industries S.P.A.; Ne; On-site; EUR 42,000 - 64,000; Full time

Job summary

CAREL Industries S.P.A. is seeking a Field Service Engineer to join the After Sales & Services Dept. at CAREL HQs in Brugine (Padova). You will provide on-site and remote technical support to customers, collaborating with R&D to resolve issues and train local staff.

Ideal candidates have 3+ years in a similar role, fluent English, and a high school degree in IT or automation. Travel willingness and strong communication are essential.

Qualifications

• At least 3 years in a similar role.
• Good English proficiency.
• High school degree (IT or automation).
• Knowledge of an object-oriented language (C++, Java, C#).
• Willingness to travel.
• Goal-oriented mindset and strong communication skills.

Responsibilities

• Provide field technical support to customers for assigned markets/products.
• Collaborate with R&D to analyze and resolve customer requests remotely or on-site.
• Support subsidiaries and Knowledge Centre by sharing service knowledge and providing training.
• Deliver trainings and consultancy to customers on followed products.
• Ensure speed and accuracy of care with high customer satisfaction.
• Analyze data from After Sales tools and provide insights to Quality, Platforms and Sales.
• Engage customers in new services offering value and complexity.

Skills

Good English

Travel availability

Goal-oriented mindset

Education

High school degree (IT or automation)

Tools

C++

Java

C#

Python scripting

Job description

We are currently seeking a Field Service Engineer to join our After Sales & Services Dept. at CAREL HQs in Brugine (Padova).

ROLE GOAL:

Guarantees technical support on field to customers on assigned markets/products.

Reports to Field Service Coordinator.

MAIN RESPONSIBILITIES AND ACTIVITIES:

• He/She in contact with customer to manage the technical and evolutive issues coming from the customer.
• He/She performs the analysis in cooperation with the Carel R&D in order to analyze and solve the customer's request, remotely or with the direct intervention of the customer installation when necessary.
• Supports the local Subsidiaries and Knowledge Centre in mapping their own local gaps of knowledge of Services staff, and provides dedicated training when necessary in order to let local staff autonomous;
• He/She provides trainings and consultancies about the followed products directly to customers,
• He/She will take care about accuracy and precision of care of customers having as KPI the speediness and level of satisfaction of such a kind of service;
• He/She analyzes data from After Sales process-monitoring tools (as the ticketing system) on its assigned product line, in order to provide summarized and valuable information to Quality, Platforms and Sales about the behavior of products during commissioning or after sales;
• In cooperation with the Field Operations team, Involve customers in new services offering it under a certain level of value or complexity;

MUST HAVE:

• At least 3 years experience in similar role
• Good English proficiency
• High school degree (IT or automation)
• Knowledge of an object-oriented programming language (e.g. C++, Java, C#)
• Availbility to travel
• Goal-oriented mindset, innovative problem-solving approach, and strong communication and negotiation skills
• Share the value of Carel Culture Code!

PREFERRED

• Experience in mid-large sized companies, with focus on services
• University degree is preferred (Engineering or Scientific)
• Basic knowledge of the TCP/IP stack, Linux systems, Python scripting, and prior exposure to automation will be considered a plus.