After-Sales Technical Support Specialist (m/f/d)

Job description

Job Overview

We are looking for an After-Sales Technical Support Specialist (m/f/d) to support our Smart Grid Solutions business. In this role, you will be the owner of technical customer cases throughout their entire lifecycle. You will serve as the central coordination point between Customer Support, Quality, Product Management, Engineering, and Field Application Engineering, ensuring that customer issues are handled in a structured, professional, and timely manner.

You will be responsible for driving technical cases from initial issue identification through final resolution and documented closure. Your success will be measured by the speed, quality, and effectiveness of issue resolution, as well as the quality of communication with customers and internal stakeholders.

Job Requirements

• Own and drive technical customer cases from initial assignment through final resolution and documented closure
• Act as the primary coordinator between Customer Support, Quality, Product Management, Engineering, and Field Application Engineering
• Serve as the main customer-facing contact for technical after-sales topics and ensure professional, timely, and transparent communication
• Perform structured troubleshooting, diagnostics, and technical issue classification
• Assess, prioritize, and manage technical cases based on customer impact, business urgency, and complexity Coordinate RMA, quality, and technical product-related cases end-to-end
• Create, maintain, and manage Quality Action Boards (QABs)
• Ensure all relevant technical information, customer feedback, findings, and supporting documentation are complete and accurately documented Upload and maintain QAB information within quality management systems and portals to enable efficient investigation and processing by Quality teams
• Prepare complete and well-structured technical case documentation before escalation to Quality, Engineering, Product Management, or Field Application Engineering
• Coordinate investigations and follow-up activities across internal stakeholders while maintaining overall ownership of the case
• Track open actions, drive timely responses, and ensure agreed actions are completed
• Maintain accurate documentation in CRM, ticketing, and quality management systems
• Identify recurring technical issues and contribute to product, process, and quality improvements Support Sales with spare parts, service-related topics, and after-sales activities
• Participate in selected customer visits together with Field Application Engineers when required for complex technical investigations What your background should look like Technical degree, vocational qualification, or equivalent experience in Electrical Engineering, Electronics, Automation, Mechatronics, or a related technical field Experience in technical customer support, after-sales support, application engineering, quality support, technical service, or a comparable customer-facing technical role
• Strong understanding of electrical power distribution systems and medium-voltage applications
• Knowledge of medium-voltage switchgear applications, voltage detecting systems (VDS), fault passage indicators (FPI), earth fault indicators (EFI), fault localization, and related smart grid monitoring technologies Hands-on experience with: Technical troubleshooting and diagnostics; Customer complaints and technical issue resolution; Quality case and RMA handling; Technical documentation and case management
• Strong communication skills and ability to translate technical topics into clear customer communication Structured, proactive, and solution-oriented working style
• Ability to coordinate multiple stakeholders and manage competing priorities Comfortable working across functions such as Sales, Engineering, Product Management, Quality, and Operations Experience with CRM, ticketing, or quality management systems (e.g., Salesforce) is an advantage Fluent English language skills; additional languages are a plus Competencies Values: Integrity, Accountability, Inclusion, Innovation, Teamwork