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Novatech Customer Support Engineer in Breda, Netherlands

NovaTech is a producer of automation solutions for the process industry. Our products and services simplify complexity, reduce risk and extend the capabilities of engineers and organizations making the world?s essential process industries more reliable, efficient, sustainable and secure.

About the Role

Our Customer Support Engineers are the front lines in providing remote and on-site technical support and problem-solving of customers installation, application, and configuration of products. The CSE provides on-site hardware and software preventive maintenance, troubleshooting system problems in microprocessor-based computer equipment and configuring systems for operations and support. The position is system oriented, requiring both hardware and software capabilities and knowledge. Significant direct customer and inter-company interaction are required.

Principal Duties and Responsibilities

  • Answer customer inquiries pertaining to technical support of products and services.

  • Talk with customers by phone, or in person, to provide information and to ensure the best technical service possible.

  • Resolve customer complaints and explain how to use the product or service.

  • Provide technical service for equipment and/or technical training for clients.

  • Participate in on-site installation, testing, support, and warranty.

  • Consult with customers on technical issues, as required. Develop test plans and procedures. Identify the validation criteria.

  • On-site product and applications analysis, design, consulting, and support.

  • Perform preventive and breakdown maintenance on computer systems.

  • Verify proper system hardware and software operation.

  • Analyze complex computer system problems. Run diagnostics and startup system software.

  • Install and configure microprocessor-based computer systems. Install software patches.

  • Utilize product tools such as Model, SABL and the TotalVision Graphics Editor in order to test and modify existing software.

  • Perform upgrades of software and hardware of computer systems.

  • Develop, write and edit material for reports and instructions related to technical and administrative publications.

  • Maintain and administer software development and hardware platform environment, including associated software applications, as required.

  • Provide technical support to sales and marketing activities.

  • Understand and analyze customer-furnished data (drawings, design specifications, manuals and other text or electronic media). Extract information from data to develop requirements or implement in design.

  • Participate in bid & proposal activity, and give presentations.

  • Document activities and system configuration.

  • Learn and follow safety and quality policies.

  • Understand and comply with all quality assurance standards.

  • Responsible for schedule and implementation hours as estimated.

  • Perform other duties as assigned.

  • Must be bi-lingual.

Education & Experience Required

Bachelor's degree; in a job-related field; or 5+ years related experience and/or training; or equivalent combination of education and experience.

Knowledge Required

  • Ability to troubleshoot system problems in microprocessor-based computer equipment and configure systems for operations and support.

  • Ability to interact effectively with both internal and external customers.

  • Experience with our control system or competitive DCS products

  • Ability to edit and create technical documentation.

  • PC and Server and Database literate in a Windows environment

  • Proficiency in Microsoft Office programs.

  • Proficient in the utilization of Company product tools.

  • Ability to plan and execute projects.

  • Excellent organizational skills.