As a Senior Customer Support Engineer (m/f/d), you will play a crucial role in ensuring our clients' satisfaction and success by providing technical support for the Agile Group's robotic products, specifically those of our subsidiary, Franka Robotics GmbH. You will work closely with our customers to address their inquiries, troubleshoot technical issues, and deliver solutions that exceed their expectations. This role requires a strong technical background, excellent communication skills, and a passion for providing exceptional customer service.
Technical Support:
- Provide timely and effective technical assistance to customers experiencing issues with robotic products of the Agile Group
- Collaborate with the engineering team to understand and resolve complex technical problems
- Utilize remote support tools to diagnose and troubleshoot robotic systems
- Providing Onsite-Support for dedicated cases and customers
- Stakeholder-Activities for key customers and strategic partners
Customer Communication:
- Communicate with customers via phone, email, and chat to understand their needs and challenges
- Clearly and concisely convey technical information to both technical and non-technical users
- Maintain positive relationships with customers by ensuring a high level of customer satisfaction
Issue Resolution:
- Investigate and analyze reported issues, identify root causes, and implement solutions
- Document troubleshooting steps and resolutions for future reference
- Escalate unresolved issues to the appropriate internal teams for further investigation
Product Knowledge:
- Stay up-to-date on the latest features and updates to our robotic products
- Provide product training to customers to enhance their understanding and usage of our robotic solutions
Feedback and Improvement:
- Collect customer feedback and share insights with the product development team for continuous improvement
- Contribute to the creation of support documentation, FAQs, and knowledge-base articles
- Constant improvement of support processes, systems, tools, and services through analysis and feedback
- Support in the introduction and optimization of a global support team
Munich, Bavaria, Germany Hybrid Full-time
Agile Robots SE is hiring a Senior Customer Support Engineer (m/f/d)
About company
Agile Robots is a world-class provider of next-generation automation solutions based in Munich. By combining artificial intelligence and robotics, the company makes industries smarter, more flexible, and more efficient.
Founded in 2018 by a passionate team of robotics researchers from the German Aerospace Center, Agile Robots has grown into a global leader in intelligent robotics solutions. The company creates fast time-to-market solutions for the automotive, consumer electronics, healthcare, and service industries.
With over 1,500 R&D experts, Agile Robots is powered by relentless research, constantly pushing for trailblazing solutions that seamlessly connect artificial intelligence with robotics. The company is committed to quality, innovation, and ethical practices, including responsible AI use and environmental protection.