Job
- Level
- Experienced
- Job Field
- IT, Support
- Employment Type
- Full Time
- Contract Type
- Permanent employment
- Location
- Cloppenburg
- Working Model
- Hybrid, Onsite
Job Summary
In this role, you assist customers with technical inquiries regarding our MES/Batch system, analyze issues, document solutions, and optimize support processes for efficiency.
Job Technologies
Your role in the team
- You are the first point of contact for our clients and have a direct impact on their satisfaction.
- As a Customer Support Engineer, you are more than just a problem solver – you are a key factor in the long-term success of our company.
- 1st & 2nd Level Support - You are the first point of contact: whether it's an unexpected error message or a tricky question about our MES/Batch system PromasCS - when customers need assistance, you're there to help.
- On the phone or via ticket, you record their concerns, analyze the problem, and quickly find the best solution.
- 3rd Level Support - The bridge to our specialist departments, but always on the ball: Some inquiries require deeper technical expertise - you know exactly when is the right time to escalate a ticket to our development team or the specialist department.
- You stay engaged, ask questions, and ensure that the request does not get overlooked.
- Documentation & Knowledge Base - Securing knowledge to benefit in the long term: Every support request is an opportunity to learn.
- Therefore, you keep all relevant information neatly stored in our knowledge database.
- Data analysis of support cases - identifying issues before they arise: Support is not just about answering inquiries, but also about reducing them in the long term.
- You collaborate with quality assurance to systematically evaluate support cases.
- Continuous Improvement - Taking Support Processes to the Next Level: Good support is not only characterized by quick responses but also by smart processes.
- You are working on automating, improving, and future-proofing support.
- Customer support that makes a difference - You make the difference! While many companies rely on chatbots or hold music to handle their customers, you focus on genuine, direct, and solution-oriented support.
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Our expectations of you
Qualifications
- You can explain technical topics clearly, remain calm in stressful situations, and know how to make clients feel understood and taken seriously.
- For you, customer satisfaction and a quick, effective solution come first - you act as if you were the customer yourself.
- You don't think in problems, but in solutions.
- You recognize patterns, optimize processes, and have the commitment to continuously improve things.
- You don't have to be a developer, but you should understand technical contexts to assist clients efficiently and involve the right specialists.
- Even when a client is under pressure or receives multiple inquiries at the same time: you stay calm, keep an overview, and find a good solution together with the client.
- You have a knack for recognizing recurring patterns in support cases and can prepare data in such a way that genuine optimization potentials for our software and processes emerge.
- Our clients are international - you should be able to communicate confidently in German and English, both in writing and on the phone.
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What we offer
- Vacation: 30 days of leave as well as full compensation/payment for accrued overtime hours.
- Flexible working hours & customized models: We work 40 hours per week but offer flexible solutions that fit your life.
- Home office option: Work remotely up to two days per week to optimally balance work and private life.
- Time4You: 1 month of unpaid leave: Take up to a month per year for personal projects, travel, or relaxation — with a secure return to your job.
- Fair salary with development potential: Your contribution is valued - our leadership teams actively support your professional growth and reward good performance.
- Regular employee reviews with mutual feedback and discussion of individual development prospects.
- Career opportunities & lateral entry: Whether programmers on the way to project management or switching to other professional fields - we promote internal development and further training measures.
- Hansefit Cooperation Subsidy: Receive €25 monthly for your membership and stay fit.
- Company pension scheme: option for salary conversion into a unit-linked retirement plan.
- Free electric car charging: Use our solar-powered wall boxes at the building for your electric vehicle.
- JobRad: Commuting to work, during leisure time, or on vacation - you can use the JobRad for both business and private purposes.
- Employee Referral Program: Benefit from attractive bonuses when you recommend great new colleagues.
- Innovation Bonuses: Your ideas matter - suggestions for improvement are financially rewarded and implemented.
- Exclusive discounts: Secure special conditions with many top brands thanks to our partnership with Corporate Benefits.
- Our culture at eye level: Respect, personal responsibility, open communication, and empowerment are integral parts of our DNA.
- Future-proof industry: We operate in a growing market, work with international clients, and develop a high-tech software product with great potential.
- Strong team cohesion, further reinforced through regular company events.
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Benefits
Work-Life-Integration
Health, Fitness & Fun
Topics You Will Work On
Job Locations
About Your Employer
RWH Industrieautomatisierung GmbH
The RWH Industrial Automation GmbH was founded in Cloppenburg, northern Germany, in 1998. From the start, our aim was to completely satisfy our customers. We take our clients' wishes into account, fulfill their requirements, and set all requirements in a partnership manner.
Description
- Company Size
- 1-49 Employees
- Company Type
- Established Company
- Working Model
- Hybrid, Onsite
- Industry
- Electronics, Automatization, Internet, IT, Telecommunication
Customer Support Engineer
- Location
- Cloppenburg
- Working Model
- Hybrid, Onsite
- Diversity
- Open for all genders
