Service Hotliner ( 2nd level) Maintenance & Customer Service

We are Bystronic – a global technology company passionate about creating an impact for a sustainable future with sheet metal and beyond. We want to work with people who support us in creating innovative solutions to move our industry forward. Our focus is on automating the complete material and data flow of the laser cutting and bending process chain.

As a 2nd level Service Hotliner, you will take on the exciting challenge of providing top-notch technical support, focusing on the Tube product line delivered to customers worldwide.

The Service department is a reliable partner for our customers worldwide. We put our customers first, strive to understand their priorities and then apply innovative solutions to meet those needs. Our service team is made up of dedicated and passionate experts who strive to create an outstanding customer experience. By supporting our customers' operations, we promote their success while strengthening the skills of our employees.

What you will be doing:

• Providing remote support to 1st level by identifying, assessing, and isolating customers' machine root problems/causes, mechanically, electrically, pneumatically, and software quickly and accurately.
• Guiding 1st level, making clarifications, and providing background information.
• Advance training for 1st level and customer’s machine programmers and operators on mechanical, electrical, and software related topics and issues.
• Reviewing and improving best possible uptime guarantee for customers.
• Managing escalation cases in alignment with global CSRs and customers.
• Giving feedback to the 3rd level organization (R&D, quality, production) regarding continuous customer satisfaction improvements.

Your education & experience:

• 3 years of hands-on experience in technical field working with complex machines, preferably in service environment.
• Proven track record in a similar industrial environment.
• Applicable product & industry knowledge and affinity with industrial customer solutions, technology, and services.
• Technical degree or experience in mechanical, electrical, or software engineering, preferably electrical.
• Project management skills, basic PC skills (customer relationship management software, Excel and PowerPoint).

What you need to succeed:

• Customer Focus: dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.
• Broad and deep ability to communicate complex technical issues, through different channels and different levels of the organization, with simplicity, concisely, patience and active listening.
• Willingness to travel up to 20% worldwide.
• Good level of English.

What’s in it for you:

• A dynamic and inclusive work environment.
• Opportunities for professional growth and development.
• Competitive compensation and benefit package.

Imagine working in an environment that helps move the company to the next level, where your passion, values, and skills are integral to impacting the sheet metal industry and beyond. At Bystronic, this can become your reality. Our people are the edge to drive and nurture our ambitions and continued success. Together we have created a culture where our people are central, inspiring us to make decisions that best serve them and are aligned with our purpose. As much as we are in a technology business, human beings drive real change.

Interested? Does this versatile challenge appeal to you? Then we look forward to getting to know you! You can submit your application on our platform with just a few clicks. We look forward to receiving your online application.