Job description

We’re seeking a hands‑on Field Support & Customer Complaints Engineer to serve as the technical front line for EMEA customers

• Diagnosing complex motion system issues
• Driving rapid resolution and closing the loop with robust corrective and preventive actions.
• Manage complaints end‑to‑end (from intake through root cause analysis and CAPA)
• provide on‑site and remote support

Closely collaboration with Engineering, Quality, Operations, Planning, Purchasing, Project Management, and R&D to protect customer uptime and product performance.

Job responsibilities

• Customer technical support (EMEA): Provide Tier‑2/3 remote and on‑site support for motion systems (mechanical, electrical, controls), including installation assistance, commissioning, optimization, and troubleshooting.
• Complaint and Service Calls management: Own the full lifecycle of customer complaints and escalations—intake, triage, replication, root‑cause analysis (e.g., 5‑Whys, Fishbone, 8D), corrective actions, preventive actions, and formal closure with clear documentation.
• Field diagnostics & failure analysis: Collect logs, waveforms, and measurements; analyze mechanical assemblies, drivers/controllers, cabling, and environmental factors to isolate issues; recommend fixes, field updates, or design/process changes.
• On‑site interventions: Plan and execute field visits across EMEA to stabilize systems, perform repairs/replacements (RMA coordination), apply firmware/parameter updates, and validate effectiveness.
• Quality collaboration: Work with Quality to initiate NCRs/CAPAs, verify containment, and track systemic improvements back into production and service knowledge bases.
• Cross‑functional alignment: Coordinate with R&D, Project Managers, Operations, Planning, and Purchasing to ensure parts availability, ECO changes, and sustainable resolutions reflected in manuals, procedures, and training. [JD Service Eng | Word]
• Knowledge assets: Create and maintain troubleshooting guides, service bulletins, and FAQs; deliver training to distributors and key customers.
• Voice of Customer: Aggregate field insights to influence product reliability, usability, and serviceability; contribute data to reliability reviews and design FMEAs.
• Tools & systems: Keep accurate case records in CRM/ticketing systems; maintain test rigs, jigs, and diagnostic tooling required for field validation.
• Safety & compliance: Adhere to company and customer safety standards; ensure service work aligns with applicable quality procedures.

Job requirements

Qualifications

• B.Sc. in Mechanical or Electrical Engineering with hands on experience
• 3+ years in field service, applications engineering, customer support, or manufacturing engineering for mechatronics/motion control systems
• Strong analytical troubleshooting skills across mechanical assemblies, servo/drive electronics, motion controllers, and system integration.
• Demonstrated experience with structured problem‑solving and quality tools (8D, Ishikawa, 5‑Whys, FMEA, GR&R)
• Clear, professional English—spoken and written; additional EMEA languages are an advantage.
• Team player who performs well in intensive, dynamic environments and interfaces effectively with customers and cross‑functional teams.

Willingness to travel across EMEA for on‑site support (as needed).